At a Glance
- Tasks: Lead investigations and resolve high-impact operational issues in gaming technology.
- Company: Join Ubisoft, a global leader in gaming innovation and creativity.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and innovation.
- Why this job: Make a real impact on player experiences and service stability in the gaming industry.
- Qualifications: Experience in Problem Management or operational improvement, with strong communication skills.
The predicted salary is between 40500 - 49500 £ per year.
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!
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
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
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.
Problem Management Specialist in Newcastle upon Tyne employer: Ubisoft
Ubisoft is an exceptional employer that prioritises creativity, well-being, and collaboration within a vibrant studio environment. As a Workplace Specialist, you'll enjoy flexible working hours, generous annual leave, and a commitment to personal and professional development, all while contributing to the creation of beloved gaming experiences. With a strong focus on mental health and community engagement, Ubisoft fosters a culture where every employee can thrive and make a meaningful impact.
