Jr. Incident Analyst

Mar 13, 2024
Hyderabad, Pakistan
... Not specified
... Intermediate
Full time
... Office work

Job Title: Junior Incident Management Analyst

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.

We're looking for all the best kinds of people to make great experiences for our players. The best people want a job that inspires them, while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

And we want you to join us. We’re hiring a Junior Incident Management Analyst.  You will be part of the Fan Care organization. We strive to make EA known for taking care of its fans. We're players taking care of fans and people talking to people – whenever, wherever, and however they need us.

The Junior Incident Management Analyst will work with partners across our global organization. They’ll understand and incorporate operational needs and demands into a support structure that optimizes and enhances the fan experience.  

They will need to be flexible with their working hours as they will be working with global teams across multiple geographies as well as provide “on call” support when required by the business.

So how does the Junior Incident Management Analyst optimize and enhance the experiences for players? They will:

  • Maintain event or incident logs for any unplanned event and incident and ensure compliance with Indicators and accurate resolution data
  • Perform process-based actions to reduce impact to the business during incidents
  • Prepare mitigation plans for planned system or game events, and attend tech 
  • deployments for response, assessment, and feedback during a problematic deploy
  • Review, develop and deploy mitigations for each event to minimize contacts to our frontline teams
  • Maintain our customer focus by iterating and maintaining relationships with partners, ensuring visibility and customer satisfaction with incident management support
  • Explore opportunities for continuous Team performance and improvements
  • Assist IM Analysts with Incident Model & Business Continuity Tests
  • Use data and reporting to develop analytical insights 

If this role is for you, then you are:

    • Passionate—you live and breathe operations and data, and you can identify opportunities to scale and optimize
    • A Team player—you can build relationships with coworkers across a global organization
    • A Critical thinker—you switch between thought leadership and tactical, detailed work outputs
    • An Effective communicator—you can speak with stakeholders across various levels of the organization
    • A Multi-tasker extraordinaire—you can work on multiple projects at a time and re-prioritize as needed
    • A Decision maker—you can make day-to-day decisions without seeking higher authority
    • Quick on your feet—you have a speedy and practical know-how to execute the intraday functions 

If you’re interested in this role, you’ll need these skills or experiences:

  • +1 Year Incident Management or Service Desk Experience
  • Bachelor Degree in IT Technology or relevant field.
  • Strong knowledge of IT service management software including ITIL
  • Contact Center experience
  • Proactive mindset
  • Ability to work in a highly dynamic and time sensitive workspace
  • Strong problem solving, analytical, and time management skills
  • Previous experience with Sumo Logic, Jaas, Slack, HTML and excel
  • Flexible - Ability to work in a 24/7 Shift rotation.
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