The Incident Manager I will work with partners across our global organisation. They'll understand and incorporate operational needs and demands into a support structure that optimises and enhances the fan experience.

The candidate will report to the Incident Management lead based in Ireland, and is a hybrid role, requiring you to work at least 1 day from the office.

So, how does the Incident Manager I enhance the experiences for players? You will:

• Guide Incident Management support/handling for all issues and events.
• Support the Surveillance and Incident Manager teams, ensuring an Incident flow from Detection to Incident Handling.
• Are proactive mitigators, ensuring all mitigations are taken when issues occur.
• Manage Incident channels and calls, ensuring each Incident has an owner, while pushing for regular updates.
• Ensure regular incident updates are shared with the business, while also ensuring all Incident/Event tickets are updated with the latest updates.
• Manage Incident/Event communication for all support channels.
• Handle all assigned tasks, ensuring they are completed to the highest levels.
• Run Incident Model & Business Continuity Tests
• Promote Team performance and improvements - Manage projects assigned.
• Provide on-call support, including after hours and weekends, for any business-critical impacts to our players, advisors, and support systems

If this role is for you, then you are:

• Operationally guided , You are passionate about Incident management and using insights to identify risks, promote stability, and scale response capabilities.
• Collaborative , You build relationships across a globally distributed organisation to promote fast, coordinated incident response.
• Analytical and tactical mindset , You move between strategic oversight and hands-on execution, producing clear outputs.
• Spokesperson , You engage with partners at all levels, translating complex incidents into concise, decision-ready updates.
• Responsible owner , You make daily operational decisions independently, escalating only when risk or scope requires it.
• Cool Head , You act quickly and pragmatically during live incidents to guide resolution and restore service.

If you're interested in this role, you'll need these skills or experiences:

• +2 Year Incident Management or Service Desk Experience
• Bachelor's Degree in IT or a relevant field.
• 2+ years of experience with IT service management software, including ITIL
• Prior experience working in a contact centre environment (video game industry).
• You can work in a dynamic and time-sensitive workspace.
• Previous experience with Sumo Logic, Jaas, GPT AI, Salesforce.

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