Incident Manager

General Information

Locations: Bucharest, Romania

Role ID

216490

Worker Type

Regular Employee

Studio/Department

CT - IT

Work Model

Hybrid

Description & Requirements

Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.

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.

About Electronic Arts

We’re proud to have an extensive portfolio of games and experiences, locations around the world, and opportunities across EA. We value adaptability, resilience, creativity, and curiosity. From leadership that brings out your potential, to creating space for learning and experimenting, we empower you to do great work and pursue opportunities for growth.

We adopt a holistic approach to our benefits programs, emphasizing physical, emotional, financial, career, and community wellness to support a balanced life. Our packages are tailored to meet local needs and may include healthcare coverage, mental well-being support, retirement savings, paid time off, family leaves, complimentary games, and more. We nurture environments where our teams can always bring their best to what they do.

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. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.