Technical Service Operations Lead (TSO Lead), Germany
Xsolla (USA), Inc., operating under the Xsolla brand, is a global video game commerce and payments company serving game developers, publishers, creators, and payment providers.
Maintainer signals as of 9/25/2026
Projects
About Xsolla (USA), Inc.
Xsolla provides merchant-of-record and payment-processing services plus direct-to-consumer commerce, web shops, publishing and distribution tools, cloud gaming, fraud prevention, player engagement, creator monetization, and developer tooling for the video game industry. Its solutions operate across 200+ geographies with 1,000+ payment methods and are actively supported through live products, documentation, customer support, and ongoing hiring.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
Lead major-incident response, coordinate cross-functional investigations and escalation decisions, ensure resolution within SLA targets, manage incident communications and status-page updates, conduct blameless post-incident reviews, analyze recurring production issues, enforce incident-management processes, mentor Operations Engineers, maintain service-management workflows, and participate in weekend on-call rotation.
Requirements
- Previous experience at a gaming company.
- 6+ years of experience in incident management, SRE, NOC leadership, or technical operations supporting high-availability, high-transaction production systems.
- Proven experience coordinating multi-team incident response, making real-time escalation decisions, and communicating with executive stakeholders.
- Excellent written and verbal English communication skills.
- Strong ITIL foundation and practical experience with incident, problem, and change management workflows.
- Observability expertise, including logs, traces, metrics, APM, SLOs, error budgets, burn-rate alerting, and synthetic monitoring.
- Hands-on experience with Datadog, PagerDuty or OpsGenie, JIRA or JIRA Service Management, Slack, and Confluence.
- Ability to analyze incident data and produce actionable recommendations.
- Experience with SLA/SLO-driven operations and MTTD, MTTA, and MTTR metrics.
- Ability to work in 24x7 shift-based operations and participate in rotating weekend on-call coverage.
Responsibilities
- Serve as Incident Commander for major incidents, coordinating cross-functional response teams and ensuring resolution within SLA targets.
- Own incident communications and customer-facing status page updates.
- Facilitate blameless post-incident reviews, identify root causes, assign corrective actions, and track them to closure.
- Analyze incident trends, recurring issues, and production bugs; create Problem tickets and report recommendations.
- Enforce the incident management framework, including severity, priority, SLA, escalation, and deployment-readiness processes.
- Mentor Operations Engineers on triage, investigation, runbook execution, and documentation.
- Produce shift handoff reports and operational reporting on incident trends, KPIs, SLA adherence, detection rates, and repeat incidents.
- Audit service catalogue completeness and govern JIRA Service Management workflows.
- Cover Operations Engineer duties during absences, breaks, or surge incidents.
- Participate in the rotating weekend on-call schedule for major incidents.
Benefits
- Unlimited Flexible Time Off
- Gym membership
- Monthly train ticket