Technical Service Operations 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 investigations and escalations, and keep leadership, customers, and partners informed. You will run blameless 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