Technical Service Operations 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
You will lead the response to major production incidents, coordinate cross-functional investigations, make escalation decisions, and help ensure resolution within SLA targets. You will communicate incident updates to leadership, customers, and partners; manage status-page updates; facilitate blameless post-incident reviews; analyze recurring issues; enforce incident-management processes; report operational metrics; govern service-management workflows; mentor Operations Engineers; and provide operational coverage during absences and surge incidents.
Requirements
- 6+ years of experience in incident management, SRE, NOC leadership, or technical operations supporting high-availability, high-transaction production systems.
- Incident management experience coordinating multi-team responses, making escalation decisions, and communicating with executive stakeholders.
- Written and verbal English communication skills.
- ITIL knowledge of 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, PagerDuty or OpsGenie, JIRA or JIRA Service Management, Slack, and Confluence.
- Experience analyzing incident data and producing actionable recommendations.
- Experience with SLA/SLO-driven operations and MTTD, MTTA, and MTTR metrics.
- Experience with or 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, coordinating response teams, driving investigations, making escalation decisions, and ensuring resolution within SLA targets.
- Own incident communications, including updates to 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 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, runbook execution, and documentation quality.
- Produce shift handoff reports and operational reports covering 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 or surge incidents, including monitoring, triage, ticket creation, and runbook execution.
- Participate in weekend on-call rotation for major incidents.