# T4 Incident Manager

**Company:** [Side](http://jobs.workable.com/companies/ryEW8icxs3mdwJYB31Ab5U.md)
**Location:** Charleston, United States
**Workplace:** on site
**Department:** Player Support

[Apply for this job](http://jobs.workable.com/view/2fc21f2a-afe6-405e-8cdc-3a16cdf5bc38)

## Description

### 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.