IT Help Desk Lead (EU/APAC)
Electronic Arts
Hyderabad, Telangana, India
23h ago

Remote Work Option : No

Electronic Arts is an innovative tech company that creates incredible experiences for millions of players around the world.

But what matters most is our people who inspire us, and the world, to play. As we bring new forms of entertainment to people around the world, we need innovative, collaborative, diverse and adaptable people to keep making Electronic Arts better.

Electronic Arts is a global leader in digital interactive entertainment. The Company's game franchises are offered as both packaged goods products and online services delivered through Internet-connected consoles, personal computers, mobile phones and tablets.

EA has more than 275 million registered players and operates in 75 countries.

Our team, The IT Operations group is responsible for maintaining the application, infrastructure and data services as well as enterprise mobile applications that support all employees throughout EA.

Our goal is to maintain and provide reliable services of all employee tools & tech that help each and every EA employee do their job and contribute to the goal of EA making the world’s greatest games.

What will you be doing?

You will be responsible for driving the successful delivery of the IT Help Desk function working in close collaboration with internal and external partners to achieve set goals and objectives.

With a primary focus on working closely with our outsourced provider in maintaining and improving the Help Desk service to the employees in a measurable way and also to identify and drive IT process improvements.

you will ensure that best practices are applied to Incident and Task Management processes, and these practices are being followed throughout the entire Incident and Task lifecycles.

You will be interacting with product managers, operations managers, architects, application engineers, infrastructure engineers and operation engineers across the US and other geographies.

DUTIES AND RESPONSIBILITIES :

  • Proven people management experience managing a distributed team of Help Desk and IT professionals comprising of full-time and contracted resources in a fast-paced and dynamic business environment supporting multi-site operations across global time zones.
  • Proven experience and ability to transform IT help desk / IT Processes by identifying opportunities and implementing automation.
  • Proven experience working, configuring, and training virtual agents, and documentation that will help to provide self-service capabilities.

  • Experience with Enterprise-grade IT Management and support automation systems (pager duty, Service now, ansible, RPA etc.., )
  • Ability to define and execute roadmaps and vision to improve the employee experience.
  • Hands-on experience managing user interactions, passionate about improving employee experience working along with other IT stakeholders.
  • Build and maintain employee / agent-facing knowledge base articles for self-service.

  • Responsible for the creation and maintenance of processes, delivery execution, and adherence to the process for ITIL Processes
  • Define, measure, track, and report on service and product measures through Customer Satisfaction Surveys, Productivity Reports, and Automation of the services delivered and improve on employee experience, communication, and technical skills to enhance the quality of services delivered.
  • Qualifications :

  • Bachelor's degree in a computer-related field or equivalent work experience.
  • Requires 7 or more years of experience in all aspects of IT.
  • Requires 3-5 years of experience in the management of IT.
  • Track record of sound judgment, problem-solving, decision making, organizational and analytical skills
  • Process-oriented with strong communication, analytical and organizational skills.
  • Self-motivated, self-directed, and customer service-focused.
  • Ability to collaborate and communicate with all levels of the organization, from peers to management and executives.
  • Ability to multi-task and manage competing priorities in a fast-paced environment.
  • Experience creating processes around IT functions and support.
  • Other Qualifications :

  • ITIL, CSM, ITSM, or similar certifications and knowledge.
  • DevOps knowledge
  • About EA We exist to inspire the world to play. Through innovative technology and immersive storytelling, we deliver new ways of experiencing worlds of interactive entertainment for our millions of players worldwide.

    Our strength lies in the diversity of our people, combining creativity, innovation and passion. We fully champion inclusive culture, and provide opportunities for growing, learning, and leading that allows for the most impactful and rewarding work of our teams’ careers.

    We put our people first, and we make sure they’re taken care of both in and out of the office. As we reflect on our learnings and successes from remote work, we aim to provide dynamic, collaborative and flexible work environments for our teams.

    Our employees connect through our Employee Resource Groups, which are actively involved in driving business decisions every step of the way.

    But our support doesn’t end at the workplace we also encourage a balanced lifestyle with paid time off and new parent leave, free video games, fitness reimbursement and more.

    Our goal is to provide a safe, respectful and inspiring workplace for all of our employees. Through our diversity, equity, inclusion and social responsibility programs, we’re doing the work to give everyone the space to be their full selves while giving back to our community.

    We’re looking for problem-solvers, game-changers, innovators, dreamers, doers people that are ready to move the needle and build on our success.

    As our industry accelerates, we aren’t just keeping up we’re staying ahead of the game. 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.

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