Surveillance Lead

Mar 15, 2024
Hyderabad, Pakistan
... Not specified
... Intermediate
Full time
... Office work

Job Title:  Surveillance Lead  

#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 Surveillance Lead.

You will be part of the Fan Care team, where 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 Surveillance Lead will work with teams and partners across our Operation. They’ll understand and incorporate operational needs and demands into a support structure that optimizes and enhances the player experience. This will be achieved by the identification of Issues as they occur, find new ways to monitor for Incidents and create mitigation plans for high impact Incidents. 

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

So how does the Surveillance Lead optimize and enhance the experiences for players? They:

  • Assist Surveillance Team Manager and Analysts with Team Reporting. 
  • Manage weekly tasks for the surveillance team, and ensure tasks are completed as assigned. 
  • Set a high bar for performance across the surveillance team through individual performance. 
  • How a proactive approach - Look for new ways to identify issues as they occur.
  • Manage Product, System, Social and Google Analytics alerting in place for the surveillance team and make edits/improvements as needed.  
  • Review Incident Management processes for improvements and make adjustments as needed.
  • Manage Mass Action Campaigns ensuring compliance with process and reporting.
  • Review Created Incidents for additional mitigation opportunities. 
  • Lead Audits on Known Issue Pages and Open Incident Tickets and provide feedback as needed.
  • Take the lead on new surveillance tasks assigned and provide training/coaching to the surveillance team.
  • Assist IM Analysts with Incident Model & Business Continuity Tests. 

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.
    • A Proven leader—you have a track record of developing and empowering others.
    • 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 incident management 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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