Technical Service Operations Lead

Job Summary

A company is looking for a Technical Service Operations Lead (TSO Lead) to coordinate incident response and drive operational excellence.

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 throughout the incident lifecycle
• Facilitate blameless Post-Incident Reviews (PIRs) and 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
• Proven experience coordinating multi-team incident responses and communicating under pressure
• Strong ITIL foundation with practical experience in incident, problem, and change management
• Technical depth in observability tools and incident management software
• Experience with SLA/SLO-driven operations and an analytical mindset for identifying trends