Technical Service Operations Lead (TSO Lead)
Core
Lead incident response and operational excellence for high-availability commerce and payment platforms serving game developers and players.
Role type
Senior Technical Service Operations Lead (Incident Commander)
Builds
Reliable commerce and payment solutions for the gaming industry
Domain
Gaming industry, payments, fintech, high-availability platforms
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Incident management, ITIL framework, observability stack, cross-functional coordination, executive communication, root cause analysis, SLA governance, team mentorship
Preferred skills
Gaming industry experience, payments/fintech experience
Technologies
Datadog, Grafana, Splunk, New Relic, JIRA Service Management, APM, synthetic monitoring
Responsibilities
Serve as Incident Commander for major incidents; Own all incident communications including status page updates; Facilitate blameless Post-Incident Reviews (PIRs); Analyze incident trends and create Problem tickets; Enforce incident management framework and SLA targets; Oversee and mentor Operations Engineers; Produce operational reporting on KPIs and SLA adherence; Audit service catalogue and govern JIRA workflows; Cover for Operations Engineer and participate in on-call rotation
