Incident Manager I Shared Technology

King Digital Entertainment; Barcelona; Presencial; EUR 40.000 - 80.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a passionate Incident Manager to enhance their Incident Management team. This role involves driving the resolution of critical incidents, collaborating with diverse teams, and utilizing data-driven approaches to improve operations. The ideal candidate will possess strong problem-solving skills, a broad technical understanding, and the ability to communicate effectively across departments. Join a dynamic environment where your contributions will play a vital role in ensuring seamless experiences for millions of players worldwide. If you thrive under pressure and are eager to make a difference, this opportunity is perfect for you.

Formación

• Experience in product management, development, or testing is essential.
• Strong collaboration and communication skills are required.

Responsabilidades

• Drive resolution of critical incidents impacting services and players.
• Coordinate with various teams to prevent and resolve incidents.

Conocimientos

Problem Solving

Collaboration

Communication

Analytical Skills

Technical Understanding

Fast Learning

Educación

Experience in Product Management

Experience in Development or Testing

Herramientas

Data Analytics

Ticketing System

Descripción del empleo

Craft : Technology & Development

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

1. React and respond to a realtime machine learning anomaly detection system
2. Use cutting edge analytics to discover slow moving trends
3. Cultivate a deep understanding on both business and technical KPIs, and proactively look at the data to detect potential issues
4. Stay up to date with current events affecting our operations, to provide situational awareness and improve incident responses

Incident Coordination

1. Proactively coordinate around early signs of an issue to prevent incidents before they happen
2. For incidents; help coordinate with the right team / person and work towards a resolution together
3. For 3rd party outages; work with external platforms to expedite the resolution or to get actionable information
4. Coordinate with Marketing, Communications and Player Support leads to determine outbound communication strategy for major player facing incidents
5. 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

1. Communicate timely and appropriately to leadership, operational teams and other internal stakeholders with facts and timelines during critical incidents
2. Share learnings from critical incidents to relevant teams and stakeholders

Incident Reporting

1. Assist the Incident Management team to generate insight with seasonal reporting
2. Continuously improve the incident reporting process & tooling

Problem / Action Tracking

1. Regularly work with teams responsible to follow up on progress of implementation, resolving potential blockers, and escalate where needed
2. 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

1. 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

1. 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

1. 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
2. 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
3. Analytical, structured approach to solving problems
4. Fast learner

Tasty Bonus Skills

1. Experience working with all stages of a product life cycle
2. Experience with Data Analytics / BI
3. 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.