Technical Service Operations Lead (TSO Lead)
New
Berlin, Germany, Follow-the-sun model with handoff overlapsFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 6+ years
- Required Skills
- Datadog
Requirements
- 6+ years of experience in incident management, SRE, NOC leadership, or technical operations.
- Proven experience in a gaming company supporting high-availability, high-transaction systems.
- Strong incident management experience including coordination, escalation, and stakeholder communication.
- Excellent written and verbal communication skills in English.
- Solid ITIL foundation with experience operating ITIL-aligned workflows.
- Technical expertise in observability stacks like Datadog, Grafana, Splunk, or New Relic.
- Proficiency with APM, SLOs, error budgets, and synthetic monitoring.
- Hands-on experience with incident tooling including PagerDuty, OpsGenie, JIRA, Slack, and Confluence.
- Analytical mindset capable of translating incident data into actionable insights.
- Experience with SLA/SLO-driven operations.
- Ability to work in a 24x7 shift-based model and participate in weekend on-call rotations.
Responsibilities
- Serve as Incident Commander for major incidents to coordinate response, drive investigation, and ensure resolution within SLA targets.
- Manage all incident communications by providing timely updates to leadership, Customer Success, and partners.
- Facilitate blameless Post-Incident Reviews (PIRs) to identify root causes and assign corrective actions.
- Analyze incident trends and recurring production issues to provide actionable recommendations to product and engineering teams.
- Enforce the incident management framework, including severity models, SLAs, and escalation procedures.
- Oversee and mentor operations engineers on triage, documentation, and runbook execution.
- Produce operational reporting on KPIs such as MTTD, MTTA, and MTTR.
- Audit service catalog completeness and govern JIRA Service Management workflows.
- Cover for operations engineers during absences and participate in weekend on-call rotations.
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