Incident Manager in Constanţa

Kinguin, founded in 2013, has quickly grown to become a major player in the digital entertainment marketplace with over 16 million customers worldwide. We offer a wide range of digital products, including video games and computer software, and have been a pioneer in supporting the esports industry through sponsorships of tournaments, events, and organisations. At Kinguin, we are committed to innovation and pushing the boundaries of what's possible in gaming. Our team is made up of people from diverse backgrounds and skill sets, all united by their love of gaming and desire to create the best possible platform for our customers. Let's shape the future together and make gaming accessible and inclusive for everyone! What daily challenges are waiting for you? Incident Identification:  The Incident Manager/Coordinator is responsible for monitoring various sources of incident reports and notifications. They must be capable of swiftly identifying and classifying incidents based on severity and potential impact. Incident Response Planning:  This role involves creating and maintaining incident response plans that detail how the organization should respond to various types of incidents, ensuring that the right teams and resources are ready to react when needed. Coordination:  Incident Managers/Coordinators act as the central point of contact during incidents, bringing together cross-functional teams, such as IT, security, communications, and operations, to ensure a cohesive and coordinated response. Communication:  Effective communication is critical. The Incident Manager/Coordinator must relay incident information to relevant stakeholders, providing timely updates on the situation, progress, and resolutions. They may also communicate with external parties such as customers, vendors, or regulatory agencies when required. Resource Allocation:  Assessing the resources needed to address the incident, including personnel, equipment, and technology, and ensuring they are allocated appropriately. Monitoring and Analysis:  Continuously monitor the incident to track progress and adapt the response as necessary. After the incident is resolved, conduct a post-incident analysis to identify root causes and areas for improvement. Documentation: Maintaining detailed records of incident response activities, including incident reports, timelines, actions taken, and lessons learned. Training and Awareness:  Collaborate with teams to provide training and raise awareness about incident response protocols, ensuring that all employees know how to report incidents and react appropriately. Regulatory Compliance:  Ensure that incident response processes comply with relevant regulations, standards, and industry best practices.       To be successful in this role you should have Strong problem-solving and decision-making abilities.   Excellent communication and interpersonal skills. Leadership and team coordination skills. Proficiency in incident management tools and software. Knowledge of relevant laws, regulations, and industry standards. Adaptability and the ability to work under pressure. Analytical thinking skills to assess and understand the incident's scope and impact. Project management skills for organizing and executing incident response plans. English at a communicative level (at least B2) Knowledge of JIRA and Zendesk would be an asset Preferred Certificates: ITIL Preffered (Incident and Problem Management as a minimumum)     LEAN or similar process optimiastion framework Jira Management What we offer? Remote work within flexible hours; Monthly bonus opportunities tied to marketplace results; Comprehensive benefit package: Private Medical Healthcare (Medicover); Life Insurance (PZU) - possibility to take part in a group insurance; Online Benefit Platform (115 points = 115pln on MyBenefit); Mental Health Platform (Nilo); Sports Card (Multisport); Food ordering budget (Hungry Birds on MyBenefit); Two 50% discount codes for games every two months; Seniority program (yearly discount code, up to 10 additional paid days off, bonus for 2, 5, 10, 15, and 20 years anniversary). Recruitment process People interview (45-60 minutes) Interview with the Hiring Manager (30-60 minutes) Decision