Incident Manager I Shared Technology

Craft:

Job Description:

We are seeking an Incident Manager to join our Incident Management team at King. In this role, you will drive the resolution of critical incidents impacting our services and players. You will collaborate closely with various departments across the Kingdom, including game teams, shared technology, infrastructure, advertising, and data teams, to detect, solve, or prevent a range of game-related incidents. As a coordinator, communicator, and facilitator, you will be supported by a team providing top-notch tools and all the assistance needed to excel.

We are looking for an individual with experience in product management, development, or testing. However, technical skills are just part of the equation. You should be a natural collaborator who can actively listen, communicate effectively, build and maintain positive relationships, and unite a diverse range of people to work towards common goals and solutions. We value individuals who can think on their feet and transform complex situations into actionable plans.

Your role within our Kingdom

You will be working collaboratively across all parts of the Kingdom 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 be in charge of:

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 external platforms to expedite the resolution or to get actionable information

• Coordinate with Marketing, Communications and Player  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, long-term solutions as well as preventive measures

Incident Communication

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

• Share learnings from critical incidents to relevant teams and 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

• Own the information gathering on incidents in a 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, tech 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 life cycle

• Experience with Data Analytics/BI

• Experience in the gaming industry

About King

At King, we're Making the World Playful. Heard of Candy Crush? We're the creators behind it. With game studios in Stockholm, Malmö, London, Barcelona and Berlin, and offices in Dublin, San Francisco, New York, and Malta, we have a 20-year history of delivering some of the world's most iconic games in the mobile gaming industry and are on a mission to level-up the little moments for our more than 200 million active monthly users. But we aren't just crushing it with candies, we're also behind Farm Heroes, Bubble Witch, Pet Rescue and loads of other sweet games. As a leading interactive entertainment company for the mobile world, King is part of Activision Blizzard, which was acquired by Microsoft.