T4 Incident Manager
About The Role
SIDE is looking for a Player Support Incident Manager to support a confidential gaming support programme.
This role is suited to someone who can coordinate quickly, communicate clearly, and bring structure to high-impact support situations, volume spikes, emerging issues, and player-impacting incidents.
You will work across Player Support, Operations, Team Leads, escalation teams, and stakeholder groups to support incident response, queue impact, communication alignment, and post-incident learning.
What You’ll Be Doing
- Monitor support activity for volume spikes, emerging issue patterns, or incident signals.
- Coordinate the support-side response during active incidents or high-severity events.
- Work with operational, technical, communication, and vendor teams to align actions.
- Support player-facing messaging where required and aligned to approved communication guidance.
- Help direct support resources during incident surges to protect service continuity.
- Support queue prioritisation decisions where required.
- Lead or support post-incident reviews, including timeline, impact, response effectiveness, and improvement actions.
Requirements
What You’ll Need
- Experience in incident coordination, escalation management, service operations, player support, trust and safety, or technical support.
- Ability to remain calm and structured during high-pressure situations.
- Strong communication skills across operational and stakeholder groups.
- Confidence reviewing queue trends, support impact, and emerging issue patterns.
- Strong documentation and follow-up discipline.
- Ability to prioritise work during player-impacting events.
- Experience working with operational reporting, escalation paths, or service management processes is helpful.
Keys For Success
- Detect and triage emerging support issues quickly.
- Coordinate response activity across teams and stakeholders.
- Protect service continuity during support surges.
- Keep communication clear, timely, and aligned.
- Turn incident learning into practical operational improvements.