IT Specialist-II Player Experience
Electronic Arts, is seeking a highly motivated and highly qualified Support Analyst to become a member of the EA IT Team supporting EA’s Player Experience services, in particular EA’s Worldwide Customer Experience group.
This position will support all Contact Centre Advisor Tools (both within EA and Outsourced Contact Centres) and requires high levels of customer focus delivering support services.
Communication skills are vital in both dealing with EA business users and EA’s technical external partners and suppliers and presenting to senior EA business leads.
The role will require good technical skills for trounldshooting and maintaining applications and ensuring applications continued fitness as business critical production systems.
The successful candidate must work well both independently and as part of a cross-functional team with the ability to assess high-
urgency situations in a calm and collective manner.
The role is based in EA’s office in Hyderabad and will require flexible working to cover weekend on call and out of business hours support.
Troubleshoot application, network, and server level problems for WWCE systems
Perform or supervise break fix and minor enhancement activity
Ensure service outages are managed efficiently according to EA’s Major Incident Management processes to minimise service disruption and to keep all stakeholders informed
Proactively address service delivery issues, either within EA or by vendors
Perform operational readiness planning and activities for new services and deployments, including technical review
Support the technical preparation for EA product launches
Drive multiple service improvement initiatives, both procedural and techincal
Maintain consistency with other IT Ops support teams
Develop, track, and report key performance measurements for the service
In conjunction with incident management teams, manage escalations and communications
Partner with other EA teams on a consistent basis in order to reduce WWCE tools downtime
Assist the management of the relationships with suppliers, support partners, and application partners, including escalations and service performance
Skills & Qualifications
Cloud technology experience, ideally AWS administration
Jira familiarity, to use and construct dashboards and reports
Web application and Linux experience (i.e. MySQL, PHP, Python,JAVA,HTML,JS, Linux commands, scripting, debugging)
Salesforce administration experience, in particular Salesforce Lightning
Salesforce Lightning development toolsets
Bachelors degree preferred
Strong written and verbal communication skills
Strong crisis management skills
Strong quantitative, analytical and conceptual thinking skills
Ability to define problems, document and establish facts to draw valid conclusions
Demonstrable IT support expertise, ideally in an ITIL or Devops structure
EA 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.
EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.