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!
Job DescriptionAs 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.
Skills Required
- 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
Ubisoft Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ubisoft and has not been reviewed or approved by Ubisoft.
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Healthcare Strength — Health coverage in the U.S. includes medical, dental, and vision options with HSA funding to cover the deductible, plus access to One Medical and a mental‑health program. Several studios also provide telemedicine and, in some regions, on‑site clinic services.
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Leave & Time Off Breadth — Time off includes paid vacation, holidays, wellness time, volunteer PTO, and a sabbatical available after five years in the U.S. Canadian studios highlight six weeks of vacation and additional local days tied to occasions or seasonal reduced hours.
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Parental & Family Support — Enhanced parental leave with salary top‑ups is emphasized in multiple regions, including Canada. In the U.S., a travel‑expense program supports access to reproductive healthcare when services are out of state.
Ubisoft Insights
What We Do
Ubisoft’s 20,000 team members, working across more than 40 locations around the world, are bound by a common mission to enrich players’ lives with original and memorable gaming experiences. Their dedication and talent has brought to life many acclaimed franchises such as Assassin’s Creed, Far Cry, Watch Dogs, Just Dance, Rainbow Six, and many more to come. Ubisoft is an equal opportunity employer that believes diverse backgrounds and perspectives are key to creating worlds where both players and teams can thrive and express themselves.
