Technical Service Operations Lead TSO Lead
Xsolla is a global video game commerce company providing payment processing, merchant-of-record services, monetization, publishing, distribution, fraud prevention, tax management, and direct-to-consumer tools. Its primary clients are video game developers, publishers, payment providers, creators, and players.
Maintainer signals as of 8/12/2026
Projects
About Xsolla
Xsolla provides tools and services for launching, promoting, selling, and monetizing video games across mobile, PC, web, and other platforms. Its offerings include global payments, Pay Station, Web Shop, Buy Button, SDKs, APIs, authentication, subscriptions, virtual goods, game keys, game distribution, cloud gaming, anti-fraud, tax compliance, player support, analytics, LiveOps, creator campaigns, loyalty, rewards, and publishing tools. Xsolla serves game developers and publishers worldwide, as well as payment providers and gamers.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead responses to major incidents, coordinate cross-functional investigations, make escalation decisions, and help ensure resolution within SLA targets. You will manage stakeholder and customer communications, maintain status-page updates, facilitate blameless post-incident reviews, track corrective actions, analyze operational trends, and improve incident-management processes. You will also mentor Operations Engineers, produce operational reports, govern service-management workflows, provide operational coverage when needed, and participate in a rotating weekend on-call schedule.
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.
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.