Technical Service Operations Lead (TSO Lead)
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 investigations and escalations, communicate with stakeholders, conduct post-incident reviews, analyze incident trends, enforce incident-management processes, mentor Operations Engineers, manage operational reporting, and govern service-management workflows.
Requirements
- 6+ years of experience in incident management, SRE, NOC leadership, or technical operations supporting high-availability, high-transaction production systems.
- Gaming industry experience.
- Incident management experience coordinating multi-team responses, making real-time escalation decisions, and communicating with executive stakeholders.
- Written and verbal English communication skills.
- ITIL knowledge, including incident, problem, and change management lifecycles.
- Observability expertise, including logs, traces, metrics, APM, SLOs, error budgets, burn-rate alerting, and synthetic monitoring.
- Experience with Datadog or equivalent observability tools.
- Experience with PagerDuty or OpsGenie, JIRA or JIRA Service Management, Slack, and Confluence.
- Experience analyzing incident data and producing recommendations.
- Experience with SLA/SLO-driven operations and MTTD, MTTA, and MTTR metrics.
- Experience with or strong interest in AI/ML-assisted operations.
- Comfort with 24x7 shift-based operations and rotating weekend on-call coverage.
Responsibilities
- Serve as Incident Commander for major incidents, coordinating cross-functional response teams, investigations, escalations, and SLA resolution.
- Own incident communications for leadership, Customer Success, partners, customers, and the customer-facing status page.
- 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 quality.
- Produce shift handoff reports and operational reports on incident trends, KPIs, SLA adherence, detection, and repeat incidents.
- Audit service-catalogue completeness and govern JIRA Service Management workflows.
- Cover Operations Engineer duties during absences, breaks, and surge incidents.
- Participate in rotating weekend on-call coverage for major incidents.
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off