Xsolla

2 weeks ago

Technical Service Operations Lead (TSO Lead), Germany

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Coordinate major incident response as an Incident Commander for Xsolla’s Global Technical Operations team, owning comms to senior leadership and customers while driving investigations, escalations, and resolution within SLA targets. Lead blameless post-incident reviews and translate incident trends into problem tickets and operational recommendations. Enforce incident-management governance, manage shift handoffs and KPIs, and mentor an Operations Engineer on triage, runbooks, and documentation.

Location: Berlin

Workplace: Remote

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Serve as Incident Commander for major incidents, coordinating cross-functional response teams, driving investigations, and making escalation decisions to resolve within SLA targets.
•Own incident communications, providing timely updates to senior leadership, Customer Success, and partners/customers, including status page updates (status.xsolla.com).
•Facilitate blameless post-incident reviews by identifying root causes, assigning corrective actions with owners and deadlines, and tracking actions to closure.
•Analyze incident trends and production issues during non-incident periods, creating problem tickets and reporting findings to product and engineering teams.
•Enforce incident management governance across the organization (severity model, priority matrix, SLA targets, escalation procedures) and oversee incident-management workflows in JIRA Service Management.

Pay and Benefits

Perks:Paid LeaveGym MembershipTrain Ticket

Key Requirements

•Previous experience working at a gaming company to understand live operations dynamics and operational demands.
•6+ years of experience in incident management, SRE, NOC leadership, or technical operations in a high-availability, high-transaction production environment.
•Proven incident management skills coordinating multi-team response, making real-time escalation decisions, and communicating with executive stakeholders under pressure.
•Excellent written and verbal English communication to draft executive incident updates, facilitate blameless post-incident reviews, and communicate status to customers and partners.
•Strong ITIL foundation with practical experience implementing or operating incident, problem, and change management workflows aligned to ITIL.

Experience:6+ yearsGamingIncident managementSRENOCLive operations

Skills:Operational ownershipCollaborationAnalytical thinkingCommunicationMentoring

Languages:English

Tech Stack:DatadogGrafanaSplunkNew RelicAPMSLOsPagerDutyOpsGenieJIRAJIRA Service ManagementSlackConfluenceKubernetesGCPSynthetic monitoringError budgetsBurn-rate alerting

Company Brief

Xsolla

Provides payment, billing, distribution and commerce solutions for video game developers and publishers, enabling in-game purchases, store infrastructure, fraud protection, and global payment processing to monetize games across platforms and regions.

Industry: Payments

Company Size: Large (251 to 1,000 employees)

Growth: Established Company

Headquarters: Sherman Oaks, Los Angeles, United States

Founded: 2005

Website LinkedIn

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Xsolla

2 weeks ago

Technical Service Operations Lead (TSO Lead), Germany

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: Berlin

Workplace: Remote

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Serve as Incident Commander for major incidents, coordinating cross-functional response teams, driving investigations, and making escalation decisions to resolve within SLA targets.
•Own incident communications, providing timely updates to senior leadership, Customer Success, and partners/customers, including status page updates (status.xsolla.com).
•Facilitate blameless post-incident reviews by identifying root causes, assigning corrective actions with owners and deadlines, and tracking actions to closure.
•Analyze incident trends and production issues during non-incident periods, creating problem tickets and reporting findings to product and engineering teams.
•Enforce incident management governance across the organization (severity model, priority matrix, SLA targets, escalation procedures) and oversee incident-management workflows in JIRA Service Management.

Pay and Benefits

Perks:Paid LeaveGym MembershipTrain Ticket

Key Requirements

•Previous experience working at a gaming company to understand live operations dynamics and operational demands.
•6+ years of experience in incident management, SRE, NOC leadership, or technical operations in a high-availability, high-transaction production environment.
•Proven incident management skills coordinating multi-team response, making real-time escalation decisions, and communicating with executive stakeholders under pressure.
•Excellent written and verbal English communication to draft executive incident updates, facilitate blameless post-incident reviews, and communicate status to customers and partners.
•Strong ITIL foundation with practical experience implementing or operating incident, problem, and change management workflows aligned to ITIL.

Experience:6+ yearsGamingIncident managementSRENOCLive operations

Skills:Operational ownershipCollaborationAnalytical thinkingCommunicationMentoring

Languages:English

Tech Stack:DatadogGrafanaSplunkNew RelicAPMSLOsPagerDutyOpsGenieJIRAJIRA Service ManagementSlackConfluenceKubernetesGCPSynthetic monitoringError budgetsBurn-rate alerting

Company Brief

Xsolla

Industry: Payments

Company Size: Large (251 to 1,000 employees)

Growth: Established Company

Headquarters: Sherman Oaks, Los Angeles, United States

Founded: 2005

Website LinkedIn