Problem Management Specialist (Gaming)

Location: Newcastle upon Tyne, United Kingdom; office-based

Company

Ubisoft is a global gaming company creating interactive entertainment experiences across international teams and studios.

What you will do

• Lead the end-to-end Problem Management process from issue identification through resolution.
• Conduct root cause analysis for recurring, complex, and high-impact operational issues.
• Review incident, escalation, and operational data to identify trends and service improvement opportunities.
• Coordinate corrective actions, problem review meetings, risks, dependencies, and follow-up activities with CRC stakeholders and external partners.
• Improve and document workarounds in partnership with Knowledge Management, Incident Management, and frontline support teams.
• Prepare governance updates and communicate operational and technical information to leadership and stakeholders.

Requirements

• 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 different stakeholders and work effectively in fast-moving environments.
• Collaborative, service-focused approach and an interest in games and live service environments.

Culture & Benefits

• Permanent, full-time employment.
• Office-based work in Newcastle upon Tyne.
• Collaboration with CRC teams, Creative Houses, LiveOps, development, production, Vendor Operations, and online services teams.
• Focus on operational excellence, sustainable solutions, service stability, and player experience.