Technical Service Operations Lead

You will lead major-incident response, coordinate cross-functional investigations and escalation decisions, and ensure resolution within SLA targets. You will manage incident communications, status-page updates, and blameless post-incident reviews. You will analyze recurring production issues, enforce incident-management processes, mentor Operations Engineers, maintain service-management workflows, and participate in the weekend on-call rotation.

Responsibilities

• Serve as Incident Commander for major incidents, coordinating cross-functional response teams and ensuring resolution within SLA targets.
• Own incident communications and customer-facing status page updates.
• Facilitate blameless post-incident reviews, identify root causes, assign corrective actions, and track them to closure.
• Analyze incident trends, recurring issues, and production bugs; create Problem tickets and report recommendations.
• Enforce the incident management framework, including severity, priority, SLA, escalation, and deployment-readiness processes.
• Mentor Operations Engineers on triage, investigation, runbook execution, and documentation.
• Produce shift handoff reports and operational reporting on incident trends, KPIs, SLA adherence, detection rates, and repeat incidents.
• Audit service catalogue completeness and govern JIRA Service Management workflows.
• Cover Operations Engineer duties during absences, breaks, or surge incidents.
• Participate in the rotating weekend on-call schedule for major incidents.

Requirements

• Previous experience at a gaming company.
• 6+ years of experience in incident management, SRE, NOC leadership, or technical operations supporting high-availability, high-transaction production systems.
• Proven experience coordinating multi-team incident response, making real-time escalation decisions, and communicating with executive stakeholders.
• Excellent written and verbal English communication skills.
• Strong ITIL foundation and practical experience with incident, problem, and change management workflows.
• Observability expertise, including logs, traces, metrics, APM, SLOs, error budgets, burn-rate alerting, and synthetic monitoring.
• Hands-on experience with Datadog, PagerDuty or OpsGenie, JIRA or JIRA Service Management, Slack, and Confluence.
• Ability to analyze incident data and produce actionable recommendations.
• Experience with SLA/SLO-driven operations and MTTD, MTTA, and MTTR metrics.
• Ability to work in 24x7 shift-based operations and participate in rotating weekend on-call coverage.

Benefits

• Unlimited Flexible Time Off
• Gym membership
• Monthly train ticket