Craft:
Data, Analytics & Strategy
Job Description:
We are looking for an Incident Manager to join our Incident Management team in Candy. In this role, you will be responsible for driving the resolution of critical incidents that impact our services and players. You will cooperate closely with multiple departments across the Kingdom, including game teams, shared technology, infrastructure, advertising, and data teams to detect, solve or prevent a variety of game related incidents. You will be a coordinator, 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.
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
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
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 JIRA or alternative system (timeline, facts, root cause, solution, costs, etc)
Experience
Previous experience in similar role
Game industry experience
Skills to create thrills
Knowledge & Skills
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
Experience with a cloud platform
Analytical, structured approach to solving problems
Excellent communication skills
Positive, collaborative mindset
Fast learner
Key Attributes
Eager to learn
Fast to react
Nice to have
Experience working with all stages of a product life cycle
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 for the mobile world 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 titles such as Farm Heroes Saga. Around 200 million people play a King game every month. 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 and @lifeatking on Instagram.
