Technical Service Operations 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
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.
