Lead Technical Operations Center (Gamedev)

TL;DR

Lead Technical Operations Center (Gamedev): Managing and mentoring a 24/7 Technical Operations Center team, maintaining high availability, performance, and reliability of global game infrastructure with an accent on incident, problem, and service request management, and optimizing operational workflows. Focus on serving as primary Incident Commander, driving Root Cause Analysis, developing operational procedures, and optimizing monitoring platforms.

Location: Onsite in Austin, Texas, United States

Company

hirify.global is a game development and publishing label founded in 2005, known for critically-acclaimed franchises like NBA hirify.global and Sid Meier’s Civilization.

What you will do

• Lead daily operations of the 24/7 TOC team, including emergency response and prioritization.
• Serve as primary Incident Commander, managing the full incident life cycle from detection to resolution.
• Drive Problem Management by analyzing recurring incidents, conducting Root Cause Analysis, and tracking corrective actions.
• Develop operational procedures, escalation matrices, and comprehensive runbooks for critical game services.
• Optimize monitoring, alerting, and logging platforms (Datadog, CheckMK) and integrate new services with SRE, Development, and QA.
• Mentor and train TOC Engineers and Analysts in advanced troubleshooting and service management.

Requirements

• 5+ years of experience in a Technical Operations Center (TOC), NOC, SRE, or similar operational role.
• 2+ years of demonstrated leadership or management experience overseeing a 24/7 team.
• Deep technical understanding of IT Service Management (ITSM) concepts, including Incident, Request, and Problem Management.
• Expertise in formal incident management methodologies (ITIL, SRE Incident Response).
• Deep technical understanding of cloud environments (AWS, Azure, or GCP), containerization (Kubernetes), and CI/CD pipelines.
• Exceptional verbal and written communication skills to articulate technical issues under high pressure.

Culture & Benefits

• Commitment to diversity, multiculturalism, and equality.
• An inclusive environment ("Come as You are and Feel Equipped to do Your Best Work!").
• Focus on personal growth and operational maturity.
• Opportunity to work in a fast-paced, high-stakes environment directly impacting player experience.
• Emphasis on continuous learning, automation, and proactive problem-solving.