Technical Service Operations Lead

Job Summary

A company is looking for a Technical Service Operations Lead (TSO Lead) to coordinate incident response and drive continuous improvement in technical operations.

Key Responsibilities:

• Serve as Incident Commander for major incidents, coordinating cross-functional response teams and ensuring timely resolution
• Own incident communications, providing clear updates to stakeholders and managing customer-facing status pages
• Facilitate blameless Post-Incident Reviews (PIRs) and proactively analyze incident trends to improve operations

Required Qualifications:

• 6+ years of experience in incident management, SRE, NOC leadership, or technical operations in high-availability environments
• Strong ITIL foundation with practical experience in incident, problem, and change management lifecycles
• Technical expertise in observability tools and incident management software
• Experience with SLA/SLO-driven operations and familiarity with operational metrics
• Comfort with 24x7 shift-based operations and weekend on-call responsibilities