Technical Service Operations Lead (TSO Lead)

📋 Description

• Serve as Incident Commander for major incidents; coordinate cross-functional teams.
• Own incident communications; draft leadership and partner updates; update status pages.
• Facilitate blameless PIRs; drive root cause and action tracking.
• Analyze incident trends and recurring issues; create problem tickets; report findings.
• Enforce the incident management framework: severity model, SLA targets, escalation.
• Oversee and mentor the on-shift Operations Engineer; coaching on triage and runbooks.

🎯 Requirements

• 6+ years in incident management, SRE, NOC, or technical ops.
• Gaming industry experience required.
• ITIL foundation; understands incident, problem, change lifecycles.
• Observability depth across logs, traces, metrics (Datadog, Grafana, Splunk, New Relic).
• Hands-on incident tooling: PagerDuty, Opsgenie, JIRA Service Management, Slack, Confluence.
• Strong English communication; able to brief execs and customers.

🎁 Benefits

• Unlimited Flexible Time Off
• Gym membership
• Monthly train ticket
• Career roadmap and ongoing professional development