Job Description

EA's Production Infrastructure & Engineering (PI&E) organization provides the essential platforms and infrastructure hosting solutions that power EA's live services. Our charter is to make EA's games and services available to all players anytime and anywhere. To do this, we focus on the high availability of infrastructure, primary services, and studio services. We aim to help developers to experiment and build new games quickly with infrastructure services on-demand and workflows that promote rapid development in the cloud. In all of this, we focus on being there for players where and when they want to play.

The Challenge Ahead

The Mission Control Center (MCC) resides within the EA Production Infrastructure & Engineering (PI&E) team which is responsible for the infrastructure that our games run on. The MCC is the central point of contact for the PI&E team and plays a key role in driving online 'always on' services keeping a watchful eye over all monitored endpoints to ensure a continuous 24X7 uptime for our stakeholders.

As Lead Incident Manager, you will report to the MCC's Senior Manager.

Responsibilities:

• You will work together with the MCC Manager to ensure that operations during a shift are managed to proper SLAs and standards are followed.
• You will be the first point of escalations for MCC team members and partners and stakeholders.
• You will be Incident Manager for Severity 1 and Severity 2 Incidents (coordinating the incident from the initial triage to the resolution, engaging teams, escalating long running incidents).
• During an assigned shift MCC Lead assists with queue oversight, you will triage high priority incidents, identifying the needs of MCC and areas of improvement across the MCC team.
• You will assist in tracking and providing data for internal group reports that detail the success and utilization of our Mission Control Center, disaster recovery policies and emergency/incident management drills.
• You will analyze data to help provide results of emergency management and disaster recovery drills as defined by agreed incident escalation and disaster recovery policies.
• You will partner with other EA Operational teams on a consistent basis to reduce systems downtime.
• You will escalate emergencies to management as needed.
• You will ensure MCC notification and escalation procedures are followed.
• You understand the rigorous demands a 24x7 real-time online operational environment requires.

Qualifications:

• Bachelor's degree in Computer Science, Engineering, related field or relevant experience.
• 3+ years of experience with Systems Operations/Engineering organizational responsibilities-- including ownership and management of incident escalation, resolution tracking and resolution reporting.
• 1+ years of experience working in a Lead capacity.
• Knowledge of Cloud technology offerings, Networking, virtualization, and security fundamentals.
• Experience or dealings with Network Operations Center best practices.
• Strong understanding of company resources such as databases, software applications, and organizational structure.
• Strong incident management skills.
• Demonstrated skills in quantitative, analytical, and conceptual thinking.
• Ability to define problems, document and establish facts to draw valid conclusions.
• Excellent English verbal and written communication skills and confidence to communicate under crisis conditions.
• Strong understanding of ITIL, especially Incident, Change and Problem Management – their purpose and how they are connected.
• Availability for shift work-- including weekends and holidays.

US COMPENSATION AND BENEFITS

The base salary ranges listed below are for the defined geographic market pay zones in these states. If you reside outside of these locations, a recruiter will advise on the base salary range and benefits for your specific location.

EA has listed the base salary ranges it in good faith expects to pay applicants for this role in the locations listed, as of the time of this posting. Salary offered will be determined based on numerous relevant business and candidate factors including, for example, education, qualifications, certifications, experience, skills, geographic location, and business or organizational needs.

BASE SALARY RANGES

• California (depending on location e.g. Los Angeles vs. Sacramento):
º $103,200 - $145,600 USD Annually
• New York (depending on location e.g. Manhattan vs. Buffalo):
º $92,600 - $145,600 USD Annually
• Jersey City, NJ :
º $117,300 - $145,600 USD Annually
• Colorado (depending on location e.g. Denver vs. Colorado Springs):
º $111,800 - $151,800 USD Annually
• Washington (depending on location e.g. Seattle vs. Spokane):
º $92,600 - $135,600 USD Annually

Base salary is just one part of the overall compensation at EA. We also offer a package of benefits including paid time off (3 weeks per year to start), 80 hours per year of sick time, 16 paid company holidays per year, medical/dental/vision insurance, life insurance, disability insurance, and 401(k) to temporary full-time employees scheduled to work full time.

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

Job Tags

Holiday work, Full time, Temporary work, Shift work,

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