Craft : Job Description :
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 :
React and respond to a realtime machine learning anomaly detection system
Use cutting edge 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
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 actionable 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 stakeholders with facts and timelines during incidents
Share learnings from the incident to the relevant teams and internal stakeholders
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 mindset
Good communication skills
Tasty bonus skills
ITIL service operations experience
Experience with Data Analytics
Experience working on- call
Experience in the gaming industry
King is a leading interactive entertainment company for the mobile world, with people all around the world playing one or more of our games, including franchises such as Candy Crush, Farm Heroes, Pet Rescue and Bubble Witch.
We have 249 million monthly active users as of fourth quarter 2019 across web, social and mobile platforms. King was acquired by Activision Blizzard Inc.
Nasdaq ATVI) in February 2016 and operates as an independent unit of the
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 needs to be in English.
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