Technical Service Operations Lead
Xsolla is a video game commerce company that provides a suite of tools and services—including merchant of record payment processing, tax management, fraud prevention, compliance, refunds, dispute management, and end-user support—to help game developers and publishers launch, grow, and monetize their games globally. It serves video game developers, publishers, and studios of all sizes across global and regional markets.
About Xsolla
Xsolla connects the tools, systems, payments, and web shops used by the video games industry, positioning itself as a global merchant of record supporting over 1,000 payment methods and a cumulative audience of 50 million, with transaction fees around 5%. Its services include tax management, fraud monitoring and prevention, global and regional regulatory compliance, refund and dispute management, and end-user payment support. Xsolla's product lineup includes the Xsolla SDK for native in-app payments on side-loaded apps and alternative app stores, a Buy Button enabling link-out purchases from iOS mobile games in the U.S., and Web Shop for building customized, direct-to-consumer game storefronts. The company works with major gaming industry partners and clients such as Mytona, Ubisoft, MARVEL SNAP, and others, and highlights partner success stories, industry events, and its own culture and hiring initiatives on its site.
Skills
About the Role
You will lead major-incident response, coordinate cross-functional investigations and escalation decisions, and ensure resolution within SLA targets. You will manage incident communications, status-page updates, and blameless post-incident reviews. You will analyze recurring production issues, enforce incident-management processes, mentor Operations Engineers, maintain service-management workflows, and participate in the weekend on-call rotation.
Requirements
- Previous experience at a gaming company.
- 6+ years of experience in incident management, SRE, NOC leadership, or technical operations supporting high-availability, high-transaction production systems.
- Proven experience coordinating multi-team incident response, making real-time escalation decisions, and communicating with executive stakeholders.
- Excellent written and verbal English communication skills.
- Strong ITIL foundation and practical experience with incident, problem, and change management workflows.
- 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 produce actionable recommendations.
- Experience with SLA/SLO-driven operations and MTTD, MTTA, and MTTR metrics.
- Ability to work in 24x7 shift-based operations and participate in rotating weekend on-call coverage.
Responsibilities
- Serve as Incident Commander for major incidents, coordinating cross-functional response teams and ensuring resolution within SLA targets.
- Own incident communications and customer-facing status page updates.
- 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.
- Produce shift handoff reports and operational reporting on 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, breaks, or surge incidents.
- Participate in the rotating weekend on-call schedule for major incidents.
Benefits
- Unlimited Flexible Time Off
- Gym membership
- Monthly train ticket
