Problem Management Specialist

Ubisoft; Newcastle upon Tyne; On-site; GBP 55,000 - 85,000; Full time

Job summary

Ubisoft Newcastle is seeking a Problem Management Specialist to lead investigation and resolution of recurring and high-impact issues across Ubisoft’s technology landscape. You will work with CRC teams, Creative Houses, Vendor Operations, and stakeholders to improve service stability and support players and internal teams.

You will identify root causes, coordinate corrective actions, and support proactive operational excellence.

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.

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

ITIL

Communication Skills

Stakeholder Management

Job description

Job Description

As a Problem Management Specialist at Ubisoft Newcastle, you will lead the investigation and resolution of recurring and high-impact operational issues across Ubisoft’s 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 you’ll 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.

Company Description

Ubisoft is a global leader in gaming with teams across the world creating original and memorable gaming experiences, from Assassin’s Creed, Rainbow Six to Just Dance and more. We believe diverse perspectives help both players and teams thrive. If you’re passionate about innovation and pushing entertainment boundaries, join our journey and help us create the unknown!