Problem Management Specialist

As a Problem Management Specialist at Ubisoft Newcastle you will lead the investigation and resolution of recurring and high-impact operational issues across Ubisofts technology landscape. You will work closely with CRC teams Creative Houses Vendor Operations and key stakeholders to improve service stability reduce operational risk and support a seamless experience for players and internal teams.

You will contribute to continuous improvement initiatives by identifying root causes coordinating corrective actions and supporting a proactive approach to operational excellence and service quality.

What youll do

• Lead the end-to-end Problem Management process from identification through resolution
• Conduct structured root cause analysis for recurring complex or high-impact operational issues using established problem-solving methods
• Review incident escalation and operational data to identify trends and opportunities for service improvement
• Translate operational insights into clear problem statements recommendations and prioritised actions
• Partner with Knowledge Management Incident Management and frontline support teams to improve and document workarounds
• Coordinate problem review meetings and follow-up activities with global CRC stakeholders
• Track risks dependencies actions and decisions to support clear accountability and timely resolution
• Prepare concise reports summaries and governance updates for leadership and stakeholders
• Communicate complex operational and technical information in a clear and accessible way for different audiences
• Build effective working relationships with LiveOps development production Vendor Operations and online services teams

Qualifications :

What you bring to the team

• Experience in Problem Management Live Operations service management or operational improvement within games player support or digital services
• Knowledge of ITIL Problem Management practices through certification or equivalent practical experience
• Experience reviewing operational data incidents or ticket trends to identify recurring issues
• Strong written verbal and presentation communication skills
• Ability to simplify complex operational or technical topics for a range of stakeholders
• Ability to work effectively in evolving or fast-moving environments
• Collaborative approach with a service-focused mindset
• Interest in games live service environments and industry developments

Additional Information :

Working closely with internal CRC teams and external partners the Problem Management team supports operational excellence by identifying systemic issues and coordinating sustainable solutions that improve player experience and service stability.

Remote Work :

No

Employment Type :

Full-time