About this role
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 resolutionConduct structured root cause analysis for recurring, complex, or high-impact operational issues using established problem-solving methodsReview incident, escalation, and operational data to identify trends and opportunities for service improvementTranslate operational insights into clear problem statements, recommendations, and prioritised actionsPartner with Knowledge Management, Incident Management, and frontline support teams to improve and document workaroundsCoordinate problem review meetings and follow-up activities with global CRC stakeholdersTrack risks, dependencies, actions, and decisions to support clear accountability and timely resolutionPrepare concise reports, summaries, and governance updates for leadership and stakeholdersCommunicate complex operational and technical information in a clear and accessible way for different audiencesBuild 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 servicesKnowledge of ITIL Problem Management practices through certification or equivalent practical experienceExperience reviewing operational data, incidents, or ticket trends to identify recurring issuesStrong written, verbal, and presentation communication skillsAbility to simplify complex operational or technical topics for a range of stakeholdersAbility to work effectively in evolving or fast-moving environmentsCollaborative approach with a service-focused mindsetInterest 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.