Technical Service Operations Lead (TSO Lead), Germany

About This Opportunity

We are representing a confidential gaming commerce organization seeking a Technical Service Operations Lead (TSO Lead) in Germany. Our client provides critical commerce and payment infrastructure that game developers and players worldwide depend on daily. This is a hands-on leadership role within a global technical operations team responsible for maintaining platform reliability and coordinating incident response across multiple time zones.

The ideal candidate thrives in fast-paced, high-availability environments and brings deep incident management expertise, ITIL knowledge, and observability platform experience. You'll serve as Incident Commander during major incidents, own all stakeholder communications, facilitate blameless post-incident reviews, and drive continuous improvement through trend analysis and operational reporting.

Strong written and verbal communication skills in English are essential, as you'll brief executive leadership at any hour, coordinate cross-functional response teams, and communicate status updates to partners and customers during critical incidents. Previous experience working in the gaming industry is required.

Responsibilities

• Serve as Incident Commander for major incidents, coordinating cross-functional response teams, driving investigations, making real-time escalation decisions, and ensuring resolution within SLA targets
• Own all incident communications: draft and send clear, timely updates to senior leadership, customer success teams, and external contacts throughout the incident lifecycle; manage customer-facing status page updates
• Facilitate blameless Post-Incident Reviews for major incidents, leading root cause identification, assigning corrective actions with clear owners and deadlines, and tracking completion
• Proactively analyze incident trends, recurring issues, and production bugs during non-incident periods; identify patterns, create Problem tickets, and report findings with recommendations to product and engineering teams on a regular cadence
• Enforce the incident management framework across the organization, including severity models, priority matrices, SLA targets, escalation procedures, and deployment readiness gates
• Oversee and mentor the Operations Engineer on your shift, coaching on triage, investigation, runbook execution, and documentation quality while conducting regular knowledge transfer sessions
• Produce shift handoff reports and deliver regular operational reporting: incident trends, KPI performance (MTTD, MTTA, MTTR), SLA adherence, proactive detection rates, and repeat incident analysis
• Audit service catalogue completeness on a regular cadence and govern incident, PIR, and problem management workflows
• Cover for the Operations Engineer role during absences, breaks, or surge incidents; participate in weekend on-call rotation for major incidents

What We're Looking For

Required:

• Previous experience working at a gaming company (you understand the pace, player expectations, live operations dynamics, and operational demands of the gaming industry)
• 6+ years of experience in incident management, SRE, NOC leadership, or technical operations supporting high-availability, high-transaction production systems
• Proven incident management experience coordinating multi-team response, making real-time escalation decisions, and communicating with executive stakeholders under pressure
• Excellent written and verbal communication skills in English, including the ability to draft clear executive updates during off-hours incidents, facilitate blameless PIRs, present operational metrics to senior leadership, and communicate incident status to customers and partners with clarity and professionalism
• Strong ITIL foundation with understanding of incident, problem, and change management lifecycles and practical experience implementing or operating ITIL-aligned workflows
• Technical depth across the observability stack: ability to read and interpret logs, traces, and metrics in Datadog or equivalent platforms (Grafana, Splunk, New Relic); understanding of APM, SLOs, error budgets, burn-rate alerting, and synthetic monitoring
• Hands-on experience with incident tooling: Datadog, PagerDuty or OpsGenie, JIRA or JIRA Service Management, Slack, and Confluence
• Analytical mindset with ability to identify trends, patterns, and recurring issues from incident data and translate them into actionable recommendations
• Experience with SLA/SLO-driven operations where MTTD, MTTA, and MTTR are measured, reported, and improved
• Comfort with 24x7 shift-based operations as part of a follow-the-sun model with handoff overlaps; weekend on-call (rotating) for critical severities is required

Nice to Have:

• Experience with customer/partner-facing incident communications and status page management
• Experience with or strong interest in AI/ML-assisted operations: anomaly detection, alert correlation, predictive alerting, automated remediation, or self-healing automation
• JIRA Service Management administration experience: workflows, SLA timers, automation rules, queues, and permissions
• Familiarity with service catalogs, scorecards, and SLOs, especially burn-rate alerts and multi-window SLOs
• Experience building an operations function from scratch: defining processes, writing runbooks, establishing governance cadences
• Background in Kubernetes, cloud infrastructure (GCP preferred), microservices architecture, or distributed systems
• ITIL certification (Foundation or higher)

How We Work with You

Candidates apply directly through Get A Job.ai. Our talent team will review your application and conduct an initial screening to understand your background and fit for this role. Qualified candidates will then be submitted to our client for consideration. Please do not attempt to contact the client directly, as all communication and coordination will be managed through Get A Job.ai to ensure a smooth and professional process.

Pay

Compensation details will be discussed during the screening process based on your experience and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to creating an inclusive recruitment process. We welcome applicants from all backgrounds and provide equal opportunity regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic.