T4 Incident Manager

Side; Charleston (SC); On-site; USD 70,000 - 110,000; Full time

Job summary

Side is seeking a Player Support Incident Manager in Charleston, SC to coordinate fast incident responses and maintain service continuity across Player Support, Operations, and escalation teams.

You will align cross-functional actions, support communications, and lead post-incident reviews to drive improvements and resilience in high-impact support situations.

Qualifications

• Experience in incident coordination, escalation management, or service operations.
• Experience with player support, trust and safety, or technical support.
• Strong communication skills across operational and stakeholder groups.
• Proven ability to document, follow up, and track actions after incidents.
• Ability to prioritise work during high-pressure, player-impacting events.

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 operations, technical, communication, and vendor teams to align actions.
• Support player-facing messaging as per approved guidance.
• Help direct support resources during incident surges to protect service continuity.
• Support queue prioritisation decisions during incidents.
• Lead or support post-incident reviews including timeline, impact, and improvement actions.

Skills

Incident coordination

Escalation management

Service operations

Player support

Trust and safety

Technical support

Stakeholder communication

Documentation

Prioritisation

Post-incident reviews

Job description

About The Role

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-pressure 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.