Technical Service Operations Lead (TSO Lead), Kuala Lumpur
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, make escalation decisions, manage stakeholder and customer communications, maintain status-page updates, facilitate blameless post-incident reviews, track corrective actions, analyze operational trends, mentor Operations Engineers, produce operational reports, govern service-management workflows, provide operational coverage, and participate in rotating weekend on-call.
Requirements
- 6+ years of experience in incident management, SRE, NOC leadership, or technical operations supporting high-availability and high-transaction production systems.
- Incident management experience coordinating multi-team responses, making escalation decisions, and communicating with executive stakeholders.
- Excellent written and verbal English communication skills.
- Strong ITIL knowledge across incident, problem, and change management.
- 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 provide actionable recommendations.
- Experience with SLA/SLO-driven operations and MTTD, MTTA, and MTTR metrics.
- Experience with or strong interest in AI/ML-assisted operations.
- Ability to work in 24x7 shift-based operations and participate in rotating weekend on-call.
- Background in gaming, payments, fintech, Kubernetes, cloud infrastructure, microservices, or distributed systems is advantageous.
Responsibilities
- Serve as Incident Commander for major incidents and coordinate cross-functional response teams.
- Drive incident investigations, escalation decisions, and resolution within SLA targets.
- Own incident communications for leadership, Customer Success, partners, and customers.
- Manage customer-facing status page updates.
- Facilitate blameless post-incident reviews and track corrective actions to closure.
- Analyze incident trends, recurring issues, and production bugs.
- Create Problem tickets and report recommendations to product and engineering teams.
- Enforce the incident management framework, including severity, priority, SLA, escalation, and deployment-readiness processes.
- Mentor Operations Engineers on triage, investigation, runbooks, and documentation.
- Produce shift handoff reports and operational KPI reporting.
- Audit service catalogue completeness and govern JIRA Service Management workflows.
- Cover Operations Engineer duties during absences or surge incidents.
- Participate in a rotating weekend on-call schedule for major incidents.
Benefits
- Mac workstation and additional hardware.
- Health insurance covering medical, dental, and optical care for employees and dependants.
- Flexible working hours.
- No dress code.
- New office environment.
- Professional training and specialized conference participation.
- Knowledge exchange within the company.
Hiring Process
Final interview stage followed by background checks where permitted by law.
