About You
We are looking for a Technical Service Operations Lead (TSO Lead) who is operationally driven, collaborative, analytical, and a strong communicator to join our Global Technical Operations (GTO) team. The best candidate will be someone who thrives in a fast-paced, highly collaborative, and exceptionally dynamic setting and is excited to help coordinate incident response alongside cross-functional teams, identify trends and patterns in production issues, improve how we communicate with partners during incidents, and drive continuous improvement through post-incident reviews.
Strong incident management experience, ITIL knowledge, and observability/monitoring expertise are essential, along with experience in technical operations, SRE, or NOC environments supporting high-availability platforms in the gaming industry.
Responsibilities
- Serve as Incident Commander for major incidents — coordinating cross-functional response teams, driving investigation, making escalation decisions, and ensuring incidents are resolved within SLA targets.
- Own all incident communications: draft and send clear, timely updates to senior leadership, Customer Success, and partner/customer contacts throughout the incident lifecycle, and manage customer-facing status page updates.
- Facilitate blameless Post-Incident Reviews (PIRs) for major incidents — leading root cause identification, assigning corrective actions with clear owners and deadlines, and tracking them to closure.
- During non-incident periods, proactively analyze incident trends, recurring issues, and production bugs — identify patterns, create Problem tickets, and report findings and recommendations to product and engineering teams.
- Enforce the incident management framework across the organization, including the severity model, priority matrix, SLA targets, escalation procedures, and deployment readiness gates.
- Oversee and mentor the Operations Engineer on your shift — coaching on triage, investigation, runbook execution, and documentation quality.
- Produce shift handoff reports and deliver regular operational reporting regarding incident trends, KPI performance (MTTD, MTTA, MTTR), and SLA adherence.
- Audit service catalogue completeness and govern JIRA Service Management workflows for incident, PIR, and problem management.
- Cover for the Operations Engineer role during absences and participate in weekend on-call rotation for major incidents.
Qualifications
- Previous experience working at a gaming company is required.
- 6+ years of experience in incident management, SRE, NOC leadership, or technical operations in a production environment supporting high-availability, high-transaction systems.
- Proven incident management experience — coordinating multi-team response, making real-time escalation decisions, and communicating with executive stakeholders.
- Excellent written and verbal communication skills in English.
- Strong ITIL foundation — practical experience implementing or operating ITIL-aligned workflows.
- Technical depth across the observability stack — ability to read and interpret logs, traces, and metrics in Datadog, Grafana, Splunk, or New Relic.
- Hands-on experience with incident tooling: Datadog, PagerDuty or OpsGenie, JIRA Service Management, Slack, and Confluence.
- Analytical mindset with experience in SLA/SLO-driven operations.
- Comfort with 24x7 shift-based operations and rotating weekend on-call for critical severities.