Incident Manager

Craft:

Technology & Development

Job Description:

We are looking for an Incident Manager to be a member of our Incident Management team at King. You’ll work with multiple departments across the Kingdom, including game teams, shared technology, infrastructure, advertising, and data teams to detect a variety of game related incidents. You will be a coordinator, an investigator, a communicator and a facilitator, all the while backed by a team providing you best-in-class tools and all the support you need to be at your very best. 

What we’re looking for is an individual with technical breadth rather than depth, someone who enjoys the technical aspect of a product, but prefers to be the bridge between people and technology, to connect people to solve common problems!

Your role within our Kingdom

You will be working collaboratively across all parts of the business to crack day to day problems in our business operations through data driven Incident Management. 

Reporting to an Associate Director of Incident Operations, you will:

Incident Detection

• React and respond to a realtime machine learning anomaly detection system

• Use cutting edge analytics to discover slow moving trends

• Cultivate a deep understanding on both business and technical KPIs, and proactively look at the data to detect potential issues

• Stay up to date with current events affecting our operations, to provide situational awareness and improve incident responses

Incident Coordination 

• Proactively coordinate around early signs of an issue to prevent incidents before they happen

• For incidents; help coordinate with the right team/person and work towards a resolution together

• For 3rd party outages; work with platform partnership team to expedite the resolution or to get actionable information

• Coordinate with Marketing, Communications and Customer support leads to determine outbound communication strategy for major player facing incidents

• Post incident; organize and drive the retrospective meetings with involved teams to identify root causes, short-term mitigations and long-term solutions

Incident Communication: 

• Communicate timely and appropriately to leadership, operational teams and other internal stakeholders with facts and timelines during incidents

• Share learnings from the incident to the relevant teams and internal stakeholders

Incident Reporting:

• Assist the Incident Management team to generate insight with seasonal reporting

• Continuously improve the incident reporting process & tooling

Problem/Action Tracking: 

• Regularly work with teams responsible to follow up on progress of implementation, resolving potential blockers, and escalate where needed

• Document the information of incidents in JIRA ticketing system (timeline, facts, root cause, solution, costs, etc)

You will also be expected to:

Build Bridges:

• Actively utilize the context of past and present challenges to connect people with ideas to people with skills, to facilitate solutions that benefit all. 

Beta Test New Games:

• Stay up-to-date with new games going into production, to help determine future requirements and level of Incident Management support. 

Skills to create thrills

You are a passionate problem solver who can think on your feet. You have the ability to handle many tasks at the same time, and working under pressure is a motivator for you. 

• Broad technical understanding (software, hardware, product management, computer science, etc). Ideally you will have some coding experience to easily collaborate with the development teams. 

• Analytical, structured approach to solving problems 

• Good communication skills

• Positive, collaborative mindset

• Fast learner

Tasty bonus skills 

• Experience working with all stages of a product lifecycle

• Experience with Data Analytics/BI

• Experience in the gaming industry

About King

With a mission of Making the World Playful, King is a leading interactive entertainment company with more than 20 years of history of delivering some of the world’s most iconic games in the mobile gaming industry, including the world-famous Candy Crush franchise, as well as other mobile game hits such as Farm Heroes Saga. King games are played by more than 200 million monthly active users. King, part of Microsoft (NASDAQ: MSFT), has Kingsters in Stockholm, Malmö, London, Barcelona, Berlin, Dublin, San Francisco, New York, Los Angeles and Malta. More information can be found at King.com or by following us on LinkedIn, @lifeatking on Instagram, or @king_games on X.