Incident Manager

Central Technology Operations enables EA’s technology teams to scale and deliver at their best. We guide operational rigor, strengthen data-informed decision-making, and improve how work gets done across platforms and partners, helping teams to focus on building and advancing world-class technology. As strategic partners, we shape and amplify EA’s technology narrative, connecting strategy, progress, and influence across channels to strengthen its reputation for innovation.

The Team

• The Mission Control Center (MCC) resides within the EA 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 24X7 uptime for EA games.

• The MCC Incident Manager will report to the MCC Manager.

• Shifts: 8 hours a day, within the time interval 06:00 - 18:00 (Romania Time) including weekends and holidays.

• You will work on a hybrid mode from our office in Bucharest

Responsibilities

• You will identify incidents by evaluating alerts, performing checks and engaging in conversations with partner teams.

• Coordinate incidents while maintaining command and control of the incident response.

• Be responsible with the timeline, documentation, engagement, escalation and communication of incidents.

• Maintain alignment of the response teams, stakeholders and leadership through audio/video bridges, active messaging, and posted updates.

• Be the first point of escalation for MCC team members and partners.

• Help with building runbooks for daily incident resolution.

• Partner with other EA Operational teams to reduce systems downtime.

• Success is measured through peer review, partner review, operational indicators, personal and team goals.

Qualifications

• You have a passion for the IT and gaming industries.

• 1-3 years experience with Systems Operations/Engineering organizational responsibilities, which include ownership and management of incident escalation, resolution tracking and resolution reporting, with at least 1 year being in an Incident Manager role.

• Experience with the coordination of groups from multiple disciplines and levels towards a goal and resolution.

• Experience with ITIL best practices, including Incident, Change, and Problem Management, their purpose and how they are connected.

• Basic knowledge of cloud technology offerings, networking, virtualization, data bases and security fundamentals.

• Excellent English verbal and written communication skills and confidence to communicate under crisis conditions.

• You understand the rigorous demands of a 24x7 real-time online, operational environment.