Technical Service Operations Lead

Job Summary

Seeking a full-time remote Technical Service Operations Lead (TSO Lead) who will manage incident response coordination, oversee communication during incidents, and drive continuous improvement through post-incident reviews while collaborating with cross-functional teams in a dynamic environment.

Key responsibilities:

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

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
• Proven ability to communicate effectively with executive stakeholders and draft clear updates under pressure
• Technical proficiency in observability tools such as Datadog, Grafana, or similar
• Experience with SLA/SLO-driven operations and comfort with 24x7 shift-based work