Problem Management Specialist

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