Technical Service Operations Lead (Tso Lead)

Location: Kuala Lumpur, Malaysia; on-site

Company

hirify.global provides commerce, payment, distribution, marketing, and monetization tools for video game developers worldwide.

What you will do

• Serve as Incident Commander for major incidents, coordinating cross-functional response teams, investigations, escalations, and SLA-focused resolution.
• Own incident communications for leadership, Customer Success, partners, and customers, including status page updates.
• Facilitate blameless Post-Incident Reviews, identify root causes, assign corrective actions, and track them to closure.
• Analyze incident trends, recurring production issues, and operational KPIs, converting findings into recommendations for product and engineering teams.
• Enforce incident management standards, severity models, escalation procedures, deployment readiness gates, and JIRA Service Management workflows.
• Mentor the Operations Engineer, produce shift handoff reports, cover operational duties when needed, and participate in rotating weekend on-call coverage.

Requirements

• 6+ years of experience in incident management, SRE, NOC leadership, or technical operations for high-availability, high-transaction production systems.
• Proven experience coordinating multi-team incident response, making real-time escalation decisions, and communicating with executive stakeholders under pressure.
• Strong written and verbal English communication skills are required.
• Strong ITIL knowledge and practical experience with incident, problem, and change management workflows.
• Technical depth in observability, including logs, traces, metrics, APM, SLOs, error budgets, burn-rate alerting, and synthetic monitoring.
• Experience with Datadog or equivalent tools, PagerDuty or OpsGenie, JIRA or JIRA Service Management, Slack, and Confluence; comfort with 24x7 follow-the-sun operations and rotating weekend on-call duties.

Nice to have

• Experience in gaming, payments, or fintech.
• Customer- or partner-facing incident communications and status page management.
• JIRA Service Management administration, Datadog Service Catalog, scorecards, and SLOs.
• Experience building an operations function, defining governance, and writing runbooks.
• Background in Kubernetes, GCP, cloud infrastructure, microservices, distributed systems, or ITIL certification.

Culture & Benefits

• On-site work in a comfortable, new office environment with flexible hours.
• Mac workstations and additional hardware, plus Google Workspace, Confluence, Jira, and GitLab.
• Health insurance covering medical, dental, and optical care for employees and dependants.
• Free training, specialized conferences, and internal knowledge exchange.
• No dress code.