Technical Service Operations Lead

Job Summary

A company is looking for a Technical Service Operations Lead (TSO Lead) in Kuala Lumpur.

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 and proactively analyze incident trends to report findings and recommendations

Required Qualifications:

• 6+ years of experience in incident management, SRE, NOC leadership, or technical operations in high-availability environments
• Proven experience coordinating multi-team responses and making real-time escalation decisions
• Strong ITIL foundation with practical experience in incident, problem, and change management
• Technical depth in observability tools and ability to interpret logs, traces, and metrics
• Comfort with 24x7 shift-based operations and weekend on-call responsibilities