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T4 Incident Manager

Side· Player Support
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📍 Charleston, South Carolina, United States

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.

Frequently Asked Questions

Is the salary disclosed for the T4 Incident Manager position at Side?
The salary for this T4 Incident Manager role at Side is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the T4 Incident Manager position at Side located?
This T4 Incident Manager role at Side is based in Charleston, South Carolina, United States. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the T4 Incident Manager at Side belong to?
This T4 Incident Manager position is part of the Player Support department at Side. See the full job description for more information about the team structure and responsibilities.
How do I apply for the T4 Incident Manager position at Side?
Click the "Apply Now" button on this page. You will be redirected to Side's official application portal hosted on workable where you can submit your application directly.
When was the T4 Incident Manager job at Side posted?
This T4 Incident Manager position at Side was posted on Jul 17, 2026. Apply as soon as possible — early applications are often reviewed first.
T4 Incident Manager
Side
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