Problem Management Specialist (Gaming)

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

Company

hirify.global creates original gaming experiences across global teams, including Assassin’s Creed, Rainbow Six, and Just Dance.

What you will do

• Lead the end-to-end Problem Management process from issue identification through resolution.
• Investigate recurring, complex, and high-impact operational issues using structured root cause analysis.
• Review incidents, escalations, tickets, 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.
• Improve and document workarounds in partnership with Knowledge Management, Incident Management, and frontline support teams.
• Prepare governance updates and communicate technical and operational information clearly to leadership and cross-functional teams.

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 analyzing 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.
• Collaborative, service-focused approach and ability to work in evolving, fast-moving environments.

Nice to have

• Interest in games, live service environments, and industry developments.

Culture & Benefits

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