Eax Supportops Lead Ii - Vancouver, Canada - Electronic Arts

Electronic Arts

Verified Company

Vancouver, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Remote from anywhere in British Columbia, Canada.

At our core, Electronic Arts is a game maker that connects hundreds of millions of players from around the globe to some of the world's greatest games.

The EAX team is leading the strategy and implementation of important projects for EA's community of players to connect them to one another and the games they love to play.

These projects include the EA app, EA Social and EA Play.

As EAX SupportOps Lead II, you will manage a team of Incident Managers who provide world-class incident management and support for our numerous partners.

As part of the broader EAX Support team, you will be an essential contributor to our teams based in Canada, Ireland and Singapore, reporting to the EAX SupportOps Manager.

Requirements:

You're someone who can bring the following skills or experiences to our team:

Have 3+ years' experience with Operations/Incident Management organisational responsibilities, which include ownership and management of incident escalation, resolution tracking & reporting, service level and people management.
You convey complex, technical concepts to our executive staff, business sponsors, partners and technical resources in clear language.
You foster a culture of learning and improvement.
Understand the rigorous demands a 24x7 realtime online operational environment requires.

Responsibilities:

In a typical week, as a Lead II, you would

Head up a regional team of 36 experienced Analysts at the forefront of issues affecting EA services.
Coach employees using development processes that provide an overall context and framework to encourage employee contribution, which includes goal setting, feedback, and performance development planning.
Maintain employee work schedules, including assignments, job rotation, training, vacations and paid time off, telecommuting, cover for absenteeism, and overtime scheduling.
Empower our Incident Managers to provide worldclass management during all Major Incidents.
Work with the engineering and operations team to agree on and implement ongoing improvement to process, metrics, and framework.
Recognise and celebrate team and team member accomplishments and performance.

Additional Information:

As part of our follow-the-sun model:

This role is required for 24/7 operations and is a remote-friendly role however the core hours will be 08:00 to 18:00 PT.
As part of a predefined schedule, you will have some weekend/overnight oncall work.
You are also expected to work on public holidays if required.

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.