Problem Management Specialist (Gaming)

Location: Newcastle upon Tyne, England, United Kingdom; office-based.

Company

hirify.global is a global gaming company creating original interactive entertainment experiences across internationally distributed teams.

What you will do

• Lead the end-to-end Problem Management process from issue identification through resolution.
• Conduct structured root cause analysis for recurring, complex, and high-impact operational issues.
• Review incident, escalation, and operational data to identify trends and service improvement opportunities.
• Translate operational insights into problem statements, recommendations, and prioritised corrective actions.
• Coordinate problem reviews, workarounds, risks, dependencies, actions, and decisions with CRC, support, vendor, development, production, and online services stakeholders.
• Prepare governance updates and communicate complex operational and technical information clearly to leadership and other audiences.

Requirements

• Experience in Problem Management, Live Operations, service management, or operational improvement within games, player support, or digital services.
• Knowledge of ITIL Problem Management practices through certification or equivalent practical experience.
• Experience reviewing operational data, incidents, or ticket trends to identify recurring issues.
• Strong written, verbal, and presentation communication skills.
• Ability to simplify complex operational or technical topics for a range of stakeholders.
• Ability to work effectively in evolving or fast-moving environments.
• Collaborative, service-focused approach.
• Interest in games, live service environments, and industry developments.

Culture & Benefits

• Permanent, full-time employment.
• Office-based work in Newcastle upon Tyne, United Kingdom.
• Collaboration with internal CRC teams and external partners to improve operational excellence, player experience, and service stability.