Technical Service Operations Lead (TSO Lead)

TL;DR

Technical Service Operations Lead (TSO Lead): Coordinating incident response and driving continuous improvement for a global commerce company with an accent on incident management, ITIL knowledge, and observability/monitoring expertise. Focus on ensuring the reliability and uptime of commerce and payment solutions.

Location: Remote

Salary: $120,000 - $150,000 a year (British Columbia)

Company

hirify.global is a global commerce company providing tools and services for video game developers to fund, distribute, market, and monetize their games.

What you will do

• Serve as Incident Commander for major incidents, coordinating cross-functional response teams and driving investigation.
• Own all incident communications, drafting and sending timely updates to leadership and customer contacts.
• Facilitate blameless Post-Incident Reviews (PIRs) for major incidents, identifying root causes and tracking corrective actions.
• Analyze incident trends and recurring issues, creating Problem tickets and reporting findings to product and engineering teams.
• Enforce the incident management framework across the organization.
• Oversee and mentor the Operations Engineer, coaching on triage, investigation, and documentation.

Requirements

• 6+ years of experience in incident management, SRE, NOC leadership, or technical operations supporting high-availability systems.
• Proven incident management experience, coordinating multi-team response and communicating with executive stakeholders.
• Excellent written and verbal communication skills in English — ability to draft clear, concise executive updates.
• Strong ITIL foundation with practical experience implementing ITIL-aligned workflows.
• Technical depth across the observability stack, with the ability to interpret logs, traces, and metrics in Datadog (or equivalent).
• Hands-on experience with incident tooling: Datadog, PagerDuty or OpsGenie, JIRA or JIRA Service Management, Slack, and Confluence.
• Analytical mindset with the ability to identify trends and translate them into actionable recommendations.
• Experience with SLA/SLO-driven operations.
• Experience with or strong interest in AI/ML-assisted operations.
• Comfort with 24x7 shift-based operations as part of a follow-the-sun model. Weekend on-call (rotating) is required.

Nice to have

• Experience in the gaming, payments, or fintech industry.
• Experience with customer/partner-facing incident communications and status page management.
• JIRA Service Management administration experience.
• Familiarity with Datadog Service Catalog, scorecards, and SLOs.
• Experience building an operations function from scratch.
• Background in Kubernetes, cloud infrastructure (GCP preferred), microservices architecture, or distributed systems.
• ITIL certification (Foundation or higher) is a plus but not required.

Culture & Benefits

• Comprehensive Benefits Program including medical, dental, and vision.
• PTO.
• Personalized career roadmap for each employee.
• Professional development through training and educational opportunities.
• Supportive environment fostering creativity and collaboration.