Senior Incident Manager I Shared Technology

**Craft**:
Technology & Development

We are looking for a Senior Incident Manager to be a member of our Incident Management team at King. You will 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, 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.

What we’re looking for is an individual with experience in product management, development, or testing. An internal leader who can provide guidance and direction to their peers during critical incidents, be able to think on their feet, and turn a complex situation into an action plan

The Incident Management team belongs to part of the Kingdom we call Shared Tech. The teams within Shared Tech work as B2B organisations working across all the technology that we use to power our live games, including data infrastructure, machine learning, payments infrastructure and the game engines themselves. The vision within Shared Tech is to provide a competitive technological advantage for our game teams to help them deliver an amazing player experience.

**Your role within our Kingdom**

You will be working collaboratively across all parts of the business to solve day to day problems in our business operations through data driven Incident Management.

**Incident Detection**
- React and respond to a real
- time machine learning anomaly detection system.
- Use innovative analytics to discover slow moving trends.
- Cultivate a deep understanding on both business and technical metrics, 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.

**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.
- For 3rd party outages; work with external platforms to expedite the resolution or to get actionable information.
- Coordinate with Marketing, Communications and Customer support leads to resolve 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.

**Incident Communication**
- Communicate timely and appropriately to leadership, operational teams and other internal customers with facts and timelines during critical incidents.
- Share findings from critical incidents to relevant teams and partners.
- Incident Reporting
- Lead the Incident Management team to 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.
- Be responsible for the information gathering on incidents in JIRA ticketing system (timeline, facts, root cause, solution, costs, etc)

**Develop a team**
- Use your leadership and communication skills to lead and motivate your team.
- Use your experience to provide recommendations on what works where and how, sharing your skills with your team.

**Build Bridges**
- Actively use 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**
- Stay up to date with new games going into production, to help resolve future requirements and level of Incident Management support.

**Skills to create thrills**
- You are a passionate problem solver who can think on your feet and can handle many tasks at the same time.
- 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.
- Good communication skills.

Not sure you meet all the skills required? Let us decide Research shows that women and members of other under

**Tasty bonus skills**
- Experience working with all stages of a product life cycle.
- Experience with Data Analytics/BI.
- Experience in the gaming industry.

**About King**

King is the game developer behind the world
- famous Candy Crush franchise, as well as mobile game hits including Farm Heroes, Bubble Witch and Pet Rescue. Candy Crush is the top
- grossing franchise in US app stores, a position it has held for the last two years, and King’s games are being played by 245 million monthly active users as of Q3 2021. King, which is part of the Activision Blizzard group since its acquisition in 2016, em