T4 Incident Manager

About this role

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. 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.