Technical Service Operations Lead (Tso Lead)

TL;DR

Technical Service Operations Lead (TSO Lead): Coordinating incident response and driving continuous improvement for high-availability platforms with an accent on incident management, ITIL knowledge, and observability/monitoring expertise. Focus on identifying trends in production issues, improving partner communication during incidents, and ensuring platform reliability at scale.

Location: Kuala Lumpur

Salary: RM240,000 - RM300,000 a year

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 incident communications, drafting updates for leadership, customer success, and partners.
• Facilitate Post-Incident Reviews (PIRs) to identify root causes and track corrective actions.
• Analyze incident trends and recurring issues to provide recommendations to product and engineering teams.
• Enforce the incident management framework across the organization.
• Oversee and mentor the Operations Engineer, providing coaching and knowledge transfer.

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.
• Strong ITIL foundation with practical experience implementing ITIL-aligned workflows.
• Technical depth across the observability stack, including experience with Datadog (or equivalent).
• Analytical mindset with the ability to identify trends and translate them into actionable recommendations.

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.
• Background in Kubernetes, cloud infrastructure (GCP preferred), microservices architecture, or distributed systems.

Culture & Benefits

• Latest Mac workplaces and additional hardware.
• Free trainings and participation in specialized conferences.
• Health insurance (Medical, dental and optical) for employee and dependants.
• Flexible hours.
• No dress code.