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
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.
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