Incident Manager

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.

Responsibilities

• React and respond to a realtime machine learning anomaly detection system.
• Use cutting edge analytics to discover slow moving trends.
• Cultivate a deep understanding of 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.
• 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.
• 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.
• Assist the Incident Management team to generate insights with seasonal reporting.
• Continuously improve the incident reporting process & tooling.
• Regularly follow up with teams responsible to track progress of implementation, resolve potential blockers, and escalate where needed.
• Document incident information in JIRA ticketing system (timeline, facts, root cause, solution, costs, etc).
• Actively utilize the context of past and present challenges to connect people with ideas and skills, facilitating solutions that benefit all.
• Stay up‑to‑date with new games going into production, to help determine future requirements and level of Incident Management support.

Qualifications

• Broad technical understanding (software, hardware, product management, computer science, etc). Ideally some coding experience to collaborate with development teams.
• Analytical, structured approach to solving problems.
• Good communication skills.
• Positive, collaborative mindset.
• Fast learner.
• 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.