Ubisoft

Problem Management Specialist

Newcastle upon Tyne, England, United Kingdom · On-site · Full-time

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About the role

Description from the employer’s posting. Check the employer’s page for the current version.

EmployerUbisoft
LocationNewcastle upon Tyne, England, United Kingdom
Work styleOn-site
Employment typeFull-time
Employer posted24 days ago

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

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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.

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