Electronic Arts Inc. is a leading global interactive entertainment software company. EA delivers games, content and online services for Internet-connected consoles, personal computers, mobile phones and tablets.
Designation: Intraday Team Manager
Job Location: Hyderabad
Reporting to the Senior Manager of Intraday & Incident Management
Role
The Incident Management Team Manager manages our global incident analysts & surveillance analysts. Incident Management will manage the end-to-end problem management process, mitigating crisis and incident management, focusing both reactively on issue resolution, and on the prevention of problems in the future. You will help us maintain service continuity for our players, and you will be ready to embrace our culture and enhance our performance. You will have experience leading a high preforming team, solving complex problems, planning, partnering, and helping team members grow. You will work quickly and collaboratively to identify and assess the impact of player issues.
Additional responsibilities below:
- Lead monthly KPI improvement.
- Maintain and operate the run book for the department, supporting training and processes updates for the team.
- Oversee BCP Test plans for successful event preparedness.
- Audit outage calls to assess team performance and drive quality improvements.
- Review, develop and deploy mitigations for each event to minimize contacts to our frontline teams.
- Lead a daily sync with surveillance and analyst teams to ensure consistent messaging and team knowledge.
- Maintain and iterate the quality program for the team, evaluating every member of the team monthly to ensure process accuracy and the high team standards are maintained.
- Maintain our customer focus by Iterating and maintaining relationships with partners, ensuring visibility and customer satisfaction with incident management support.
- Audit hours and schedules to ensure coverage.
- Coach and develop goals quarterly and annually to ensure professional growth of the team members. Drive continuous Team performance and improvements. Additional Information:
- Incident Management is an essential function and will require outside of business hours may require shift work including evenings, weekends, holidays
Qualifications:
- Management of a 24-hour operation
- 2+ years management experience
- 2 years minimum Business Continuity and Crisis Management experience
- Proven leadership skills in complex organisations
- Prior experience working in a contact centre environment (video game industry is a plus).
- Experience in complex organization and in a contact centre environment
- Minimum of 5 years of people management experience
- Minimum of 5 years' experience in the contact centre business
- Experience leading global teams with varying work hours and locations
About EA
At Electronic Arts, we exist to Inspire the World to Play. We create extraordinary new game experiences for our millions of players everywhere by bringing together talented people that combine creativity, innovation, and passion. We know that our strength lies in the diversity of our people. We immerse our employees into an inclusive culture, and provide opportunities for learning and leading that allow them to do the most impactful and rewarding work of their careers. We put our people first. We provide comprehensive benefit packages with a focus on health and wellbeing to support your needs and help you balance your career and personal life. We provide access to dynamic and collaborative work environments, opportunities to connect and contribute through our Employee Resource Groups, and support for a balanced life with paid time off and new parent leave, plus free video games and so much more! Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. Electronic Arts also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.
