Technical Service Operations Lead (TSO Lead)
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 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