Live Ops Problem Management Lead

Ubisoft Entertainment Inc.; Newcastle upon Tyne; On-site; GBP 50,000 - 75,000; Full time

Job summary

Ubisoft Newcastle is seeking a Problem Management Specialist to lead end-to-end investigation and resolution of recurring and high-impact issues across our technology landscape. You will partner with CRC teams, Vendor Operations, and LiveOps to improve service stability and player experience.

You will drive root-cause analysis, coordinate corrective actions, and document workarounds, while communicating complex information clearly to technical and business stakeholders.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Problem Management

Live Operations

Service Management

Operational Improvement

Job description

Ubisoft Newcastle is seeking a Problem Management Specialist to lead end-to-end investigation and resolution of recurring and high-impact issues across our technology landscape. You will partner with CRC teams, Vendor Operations, and LiveOps to improve service stability and player experience.

You will drive root-cause analysis, coordinate corrective actions, and document workarounds, while communicating complex information clearly to technical and business stakeholders.