Technical Service Operations Lead (TSO Lead), Germany
Xsolla is a global video game commerce company providing tools and services to launch, monetize, and scale games. Its offerings include payments, web shops, publishing, distribution, LiveOps, anti-fraud, subscriptions, SDKs, and creator solutions for developers, publishers, payment providers, creators, and other gaming businesses.
Maintainer signals as of 8/23/2026
Projects
About Xsolla (USA), Inc.
Xsolla operates as a global merchant of record and video game commerce platform serving developers, publishers, resellers, payment providers, creators, and retailers. It provides payment processing across more than 200 countries and regions, 1,000+ payment methods, and 130+ currencies, alongside tax management, compliance, fraud prevention, refunds, dispute management, and end-user support. Its product portfolio includes Web Shop, Publishing Suite, Payments, Xsolla Pay, Mobile Buy Button, SDKs, Subscriptions, game distribution, Partner Network, Offerwall, LiveOps, Anti-Fraud, Login, Site Builder, cloud gaming, and related gaming commerce tools.
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
