About the role
General Information
Location: Shanghai, China
Worker Type: Regular Employee
Studio/Department: EA Studios - SPORTS
Work Model: Hybrid
Reporting To: DevOps Director
Description
Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. EA SPORTS FC Mobile Shanghai is a global team devoted to developing and operating a high-quality mobile football game experience. The team culture emphasizes creativity, respect for autonomy, collaboration, and a healthy work-life balance.
Responsibilities
Prod and Pre-Prod Environment Monitoring
- Monitor client and server stability across pre-production and production environments, including crashes, ANRs, error rates, key performance metrics, service health, core gameplay flows, and infrastructure status.
- Use Firebase, Grafana, Sentry, Splunk, VictoriaLogs, and VictoriaMetrics to identify abnormal trends and correlate metrics, logs, and error events.
- Identify and drive improvements to alert noise, monitoring gaps, missing telemetry, and recurring issues, while continuously optimizing dashboards and alerting rules.
- Provide stability support during release windows and major esports events.
Live Incident Response
- Work as a first-line responder for live incidents.
- Follow Incident Runbooks for investigation, communication, escalation, and recovery, providing updates on impact, investigation progress, mitigation actions, and recovery status.
- Follow approval processes and Runbooks to perform mitigation actions such as restarts, failovers, configuration changes, and Kill Switch activation, confirming authorization, risks, and rollback plans before execution.
- Maintain complete operational records for post-incident review and audit purposes.
- Escalate promptly to service owners, development teams, or infrastructure teams in accordance with the Escalation Policy when an issue falls outside the authorized scope or Runbook.
AI-Powered Live Monitoring and Operations Tools
- Build AI-powered live monitoring, alert analysis, and operations support tools, including internal AI Agents, MCP tools, knowledge bases, prompts, evaluation cases, and runtime configurations.
- Integrate data sources and APIs from monitoring, logging, and collaboration platforms to automatically collect and correlate metrics, logs, and error information.
- Turn repetitive health checks, anomaly summaries, impact analysis, and incident context collection into automated workflows.
- Evaluate the accuracy of AI-generated analysis and reduce false positives, false negatives, and non-applicable recommendations.
Knowledge and Process Development
- Develop knowledge bases covering client data flows, service architecture, key dependencies, error codes, and metric catalogs, along with dashboard guides and troubleshooting documentation.
- Convert incident insights into applicable Runbooks.
- Work with development teams to complete the handover and acceptance of dashboards, alerts, and Runbooks, and drive documentation updates after feature releases.
- Track incident action items and lead responsible teams to deliver long-term fixes.
Qualifications
- A degree in computer science or a related field, or equivalent technical capability with three or more years of experience in SRE, operations, production support, or technical support roles.
- Familiarity with Kubernetes, containers, cloud platforms, and microservices architecture.
- Foundational development skills in Go, Python, or another programming language, with the ability to integrate APIs, write automation scripts, and maintain internal tools.
- Familiarity with the following: Prometheus, ELK, Grafana, Sentry, Splunk, VictoriaLogs, VictoriaMetrics, and Firebase.
- Basic knowledge of large language models, AI Agents, prompting, RAG, or MCP, with the ability to validate the reliability of AI-generated output.
- Ability to read technical documentation in English and communicate in writing with global development and operations teams.
- Willingness to participate in shift rotations, release support, and on-call coverage.
Benefits and Culture
- Electronic Arts offers a holistic approach to benefits programs, emphasizing physical, emotional, financial, career, and community wellness.
- Support includes healthcare coverage, mental well-being support, retirement savings, paid time off, family leaves, and complimentary games.
- The company fosters an environment that values adaptability, resilience, creativity, and curiosity.
- EA is an equal opportunity employer and makes workplace accommodations for qualified individuals with disabilities.