Technical Service Operations Lead (Gamedev)

Location: Remote (Must be based in Germany)

Company

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

What you will do

• Serve as Incident Commander for major incidents, coordinating cross-functional response teams and ensuring resolution within SLA targets.
• Own all incident communications, including updates for senior leadership, Customer Success, and public status page management.
• Facilitate blameless Post-Incident Reviews (PIRs) to identify root causes and track corrective actions to closure.
• Analyze incident trends and production bugs to provide actionable recommendations to product and engineering teams.
• Enforce the organizational incident management framework, including severity models, priority matrices, and escalation procedures.
• Mentor Operations Engineers on triage, investigation, and runbook execution while managing shift handoffs and KPI reporting.

Requirements

• Previous experience working at a gaming company is required.
• 6+ years of experience in incident management, SRE, NOC leadership, or technical operations for high-availability systems.
• English: C1+ (Excellent written and verbal communication skills for executive updates).
• Strong ITIL foundation with practical experience in incident, problem, and change management lifecycles.
• Technical proficiency with observability stacks (Datadog, Grafana, Splunk, or New Relic) and incident tooling (PagerDuty, OpsGenie, JIRA).
• Ability to work in a 24x7 shift-based model with rotating weekend on-call responsibilities.

Nice to have

• Interest in AI/ML-assisted operations such as anomaly detection and automated remediation.
• Experience with JIRA Service Management administration (workflows, automation rules).
• Background in Kubernetes, GCP, microservices architecture, or distributed systems.
• ITIL certification (Foundation or higher).

Culture & Benefits

• Unlimited Flexible Time Off.
• Gym membership and monthly train ticket.
• Personalized career roadmap and professional development opportunities.
• Supportive environment focusing on physical, mental, and emotional well-being.