About The RoleSIDE 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 DoingMonitor 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.RequirementsWhat You’ll NeedExperience 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 SuccessDetect 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.
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.
Who we are Side is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. Founded in Japan in 1994, Side has grown to become a global force in the video game industry, with over 40 studios in 15 countries worldwide and offices across North America, Europe, South America, and Asia. Our industry-leading services include game development, art production, localization, audio production, quality assurance, localization QA, player support, community management, and datasets. Help us bring stories to the world. Join Side's global team of passionate gamers and contribute to top-notch game development. Discover opportunities in Asia, North America, South America, Europe and beyond. Experience our side of life, for more information, visit side.inc
Who we are
Side is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. Founded in Japan in 1994, Side has grown to become a global force in the video game industry, with over 40 studios in 15 countries worldwide and offices across North America, Europe, South America, and Asia.
Our industry-leading services include game development, art production, localization, audio production, quality assurance, localization QA, player support, community management, and datasets.
Help us bring stories to the world. Join Side's global team of passionate gamers and contribute to top-notch game development. Discover opportunities in Asia, North America, South America, Europe and beyond.
Experience our side of life, for more information, visit side.inc
