Live Operations Analyst
Live Operations Analyst -
Electronic Arts, is seeking a highly motivated and highly qualified contract Live Operations Analyst to become a member within the EA IT Team supporting Worldwide Customer Experience, located in Austin, TX.
Working in a live (real time) environment, this position will monitor all Contact Centre Advisor Tools (both within EA and Outsourced Contact Centres) The Live Operations Analyst will have responsibility for taking appropriate and immediate action(s) to triage issues and ensure all stake holders are properly informed.
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 will be shift based with weekend work.
Day to day oversight of WWCE incidents to include monitoring/tracking and incident resolution
Manages communications of any system change (planned or unplanned) to rest of WWCE organisation
Provides technical expertise in identifying, evaluating and developing systems and procedures that are cost effective and meet WWCE requirements.
Partners with other EA teams on a consistent basis in order to reduce WWCE advisor tool downtime.
Escalates emergencies/trouble incidents as needed
Takes an active role in IT projects supporting the larger ITO organisation
Troubleshoots application, network, and server level problems for WWCE systems.
Maintains documentation of systems procedures
Skills & Qualifications
Strong experience with IT Service desk/Network Operations/Engineering organizational responsibilities to include ownership and management of incident escalation, resolution tracking and resolution reporting
Strong crisis management skills
Must demonstrate strong quantitative, analytical and conceptual thinking skills
Ability to define problems, document and establish facts to draw valid conclusions
Demonstrable IT support expertise
Cloud technology experience
Jira familiarity, to use and construct dashboards and reports
Web application experience (i.E. MySQL, PHP, Python)
Salesforce administration experience
Hosted telephony contact centre experience
Ability to identify and resolve performance bottlenecks in highly complex systems and drive performance optimisations
Technical aptitude with AWS, Java script