T4 Incident Manager

Sideglobal; Charleston (SC); On-site; USD 70,000 - 100,000; Full time

Job summary

SIDE is seeking a Player Support Incident Manager to support a confidential gaming support programme. You will coordinate quickly, communicate clearly, and bring structure to high-impact support situations, volume spikes, emerging issues, and player-impacting incidents across Player Support, Operations, Team Leads, escalation teams, and stakeholder groups.

You will monitor activity, coordinate responses during active incidents, align actions with cross-functional teams, guide messaging, and help

Qualifications

• Experience in incident coordination, escalation management, service operations, player support, trust and safety, or technical support.
• Ability to remain calm and structured during high-pressur situations.
• Strong communication skills across operational and stakeholder groups.
• Confidence reviewing queue trends, support impact, and emerging issue patterns.
• Strong documentation and follow-up discipline.
• Ability to prioritise work during player-impacting events.
• Experience with operational reporting, escalation paths, or service management processes is helpful.

Responsibilities

• Monitor support activity for volume spikes, emerging issue patterns, or incident signals.
• Coordinate the support-side response during active incidents or high-severity events.
• Work with operational, technical, communication, and vendor teams to align actions.
• Support player-facing messaging where required and aligned to approved communication guidance.
• Help direct support resources during incident surges to protect service continuity.
• Support queue prioritisation decisions where required.
• Lead or support post-incident reviews, including timeline, impact, response effectiveness, and improvement actions.
• Detect and triage emerging support issues quickly.
• Coordinate response activity across teams and stakeholders.
• Protect service continuity during support surges.
• Keep communication clear, timely, and aligned.
• Turn incident learning into practical operational improvements.

Skills

Incident coordination

Escalation management

Service operations

Player support

Trust & safety

Technical support

Communication

Documentation

Prioritisation

Incident response

Job description

SIDE is looking for a Player Support Incident Manager to support a confidential gaming support programme.

This role is suited to someone who can coordinate quickly, communicate clearly, and bring structure to high-impact support situations, volume spikes, emerging issues, and player-impacting incidents.

You will work across Player Support, Operations, Team Leads, escalation teams, and stakeholder groups to support incident response, queue impact, communication alignment, and post-incident learning. What You’ll Be Doing

• Monitor support activity for volume spikes, emerging issue patterns, or incident signals.
• Coordinate the support-side response during active incidents or high-severity events.
• Work with operational, technical, communication, and vendor teams to align actions.
• Support player-facing messaging where required and aligned to approved communication guidance.
• Help direct support resources during incident surges to protect service continuity.
• Support queue prioritisation decisions where required.
• Lead or support post-incident reviews, including timeline, impact, response effectiveness, and improvement actions.

What You’ll Need

• Experience in incident coordination, escalation management, service operations, player support, trust and safety, or technical support.
• Ability to remain calm and structured during high-pressur situations.
• Strong communication skills across operational and stakeholder groups.
• Confidence reviewing queue trends, support impact, and emerging issue patterns.
• Strong documentation and follow-up discipline.
• Ability to prioritise work during player-impacting events.
• Experience working with operational reporting, escalation paths, or service management processes is helpful.

Keys For Success

• Detect and triage emerging support issues quickly.
• Coordinate response activity across teams and stakeholders.
• Protect service continuity during support surges.
• Keep communication clear, timely, and aligned.
• Turn incident learning into practical operational improvements.