[Hiring] Technical Service Operations Lead @Xsolla

Role Description

We are looking for a Technical Service Operations Lead (TSO Lead) who is operationally driven, collaborative, analytical, and a strong communicator to join our Global Technical Operations (GTO) team. The best candidate will be someone who thrives in a fast-paced, highly collaborative, and exceptionally dynamic setting and is excited to help coordinate incident response alongside cross-functional teams, identify trends and patterns in production issues, improve how we communicate with partners during incidents, and drive continuous improvement through post-incident reviews.

• Strong incident management experience, ITIL knowledge, and observability/monitoring expertise are essential.
• Experience in technical operations, SRE, or NOC environments supporting high-availability platforms in the gaming industry.
• Ability to communicate clearly and effectively in English — both written and verbal — across technical and executive audiences.
• Passionate about driving operational excellence and platform reliability at scale.
• Love ensuring the reliability and uptime of commerce and payment solutions that game developers and players depend on.

Responsibilities

• Serve as Incident Commander for major incidents — coordinating cross-functional response teams, driving investigation, making escalation decisions, and ensuring incidents are resolved within SLA targets.
• Own all incident communications: draft and send clear, timely updates to senior leadership, Customer Success, and partner/customer contacts throughout the incident lifecycle, and manage customer-facing status page updates (status.xsolla.com).
• Facilitate blameless Post-Incident Reviews (PIRs) for major incidents — leading root cause identification, assigning corrective actions with clear owners and deadlines, and tracking them to closure.
• During non-incident periods, proactively analyze incident trends, recurring issues, and production bugs — identify patterns, create Problem tickets, and report findings and recommendations to product and engineering teams on a regular cadence.
• Enforce the incident management framework across the organization, including the severity model, priority matrix, SLA targets, escalation procedures, and deployment readiness gates.
• Oversee and mentor the Operations Engineer on your shift — coaching on triage, investigation, runbook execution, and documentation quality while conducting regular knowledge transfer sessions to build depth across the service portfolio.
• Produce shift handoff reports and deliver regular operational reporting: incident trends, KPI performance (MTTD, MTTA, MTTR), SLA adherence, proactive detection rate, and repeat incident analysis.
• Audit service catalogue completeness on a regular cadence and govern JIRA Service Management workflows for incident, PIR, and problem management.
• Cover for the Operations Engineer role during absences, breaks, or surge incidents. Participate in weekend on-call rotation for major incidents.

Qualifications

• Previous experience working at a gaming company is required.
• 6+ years of experience in incident management, SRE, NOC leadership, or technical operations in a production environment supporting high-availability, high-transaction systems.
• Proven incident management experience — coordinating multi-team response, making real-time escalation decisions, and communicating with executive stakeholders under pressure.
• Excellent written and verbal communication skills in English.
• Strong ITIL foundation — understanding of incident, problem, and change management lifecycles.
• Technical depth across the observability stack — ability to read and interpret logs, traces, and metrics in Datadog (or equivalent).
• Hands-on experience with incident tooling: Datadog, PagerDuty or OpsGenie, JIRA or JIRA Service Management, Slack, and Confluence.
• Analytical mindset — ability to identify trends, patterns, and recurring issues from incident data.
• Experience with SLA/SLO-driven operations where MTTD, MTTA, and MTTR are measured, reported, and improved.
• Comfort with 24x7 shift-based operations as part of a follow-the-sun model.

Nice to Have

• Experience with customer/partner-facing incident communications and status page management.
• Experience with or strong interest in AI/ML-assisted operations.
• JIRA Service Management administration experience.
• Familiarity with Datadog Service Catalog, scorecards, and SLOs.
• Experience building an operations function from scratch.
• Background in Kubernetes, cloud infrastructure (GCP preferred), microservices architecture, or distributed systems.
• ITIL certification (Foundation or higher) is a plus but not required.

Benefits

• Unlimited Flexible Time Off.
• Gym membership.
• Monthly train ticket.
• A personalized career roadmap for each employee.
• Investment in professional development through training and educational opportunities.