Incident Manager | Candy Crush Saga

Craft:

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

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.