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T4 Incident Manager
Job in
Charleston, Charleston County, South Carolina, 29401, USA
Listed on 2026-07-20
Listing for:
Side
Full Time
position Listed on 2026-07-20
Job specializations:
-
IT/Tech
IT Support
Job Description & How to Apply Below
Player Support Incident Manager
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.
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