Job Description:
We are looking for an Incident Manager to be a member of our Incident Management team at King. You’ll 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, an investigator, 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 a structured individual with an unrivalled approach to problem solving that is not afraid to ask questions!
Your role within our Kingdom:
You will be working collaboratively across all parts of the business 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:
Incident Detection:
- React and respond to a realtime machine learning anomaly detection system
- Use pioneering analytics to discover slow moving trends
- Cultivate a deep understanding on both business and technical KPIs, 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 platform partnership team to expedite the resolution or to get useful information
- Coordinate with Marketing, Communications and Customer support leads to determine outbound communication strategy for major player facing incidents
- Post incident; organise and drive the retrospective meetings with involved teams to identify root cause(s), mitigative actions and long- term solutions
Incident Communication
- Communicate timely and appropriately to leadership, operational teams and other internal collaborators with facts and timelines during incidents
- Share findings from the incident to the relevant teams and internal collaborators
Problem/Action Tracking:
- Regularly work with teams responsible to follow up on progress of implementation, resolving potential blockers, and escalate where needed
- Document the information of incidents in JIRA ticketing system (timeline, facts, root cause, solution, costs, etc)
Incident reporting:
- Assist the Incident Management team to generate seasonal incident reporting
- Continuously improve the incident reporting process & tooling
Skills to create thrills:
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.
- Excellent problem solving skills
- Broad technical understanding (software, hardware, network engineering, computer science, etc). Ideally you will have some coding experience to easily collaborate with the development teams.
- Analytical, structured approach to solving problems
- Positive, collaborative approach
- Good communication and interpersonal skills
- Fast learner
Tasty bonus skills:
- ITIL service operations experience
- Experience with Data Analytics
- Experience working on- call
- 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, employs nearly 2,000 people in game studios in Stockholm, Malmö, London, Barcelona and Berlin, and offices in San Francisco, New York, and Malta.
A Great Saga Needs All Sorts of Heroes
Making games is fun. Especially when you do it with people who share the same idea of what makes a good workplace great. We design games for everyone, no matter where they are or who they are, and we employ all sorts of people from all kinds of backgrounds to bring them to life. Truth is, we simply cannot expect diversity in our players and originality in our games without first nurturing it in our people. A great saga needs all sorts of heroes.
Making the World Playful
Making the World Playful is what inspires us to create new experiences and raise the bar. It’s what makes King a place where we can all dream bigger, continue to add innovation to our games, broadening the portfolio and exploring new territories in mid- core and casual. We take the art and science of gaming to the next level through our curiosity for the unexplored, passion for games, respect for each other and love for our players - and we’re not afraid to have fun along the way. In fact, together with our parent company Activision Blizzard and experts around the world, we believe having fun is good for you. There has never been a better time to join us. We're dreaming bigger and see a world of possibilities ahead. If you share our passion, our values, and our hunger to shape the future, join us in Making the World Playful!
Applications need to be in English.
