Technical Service Operations Lead (TSO Lead)

Xsolla
British Columbia
Workplace: RemoteFull timeCAD 120,000 - 150,000 annuallyFunction: Business OperationsExperience: 6+ yearsSkills: ["Communication","Leadership","Problem-solving","Analytical thinking","Team collaboration"]

Lead and coordinate incident response for critical production issues across cross-functional teams, acting as Incident Commander, communicating updates to leaders and customers, and driving post-incident reviews. You’ll monitor incidents, enforce the incident management framework, analyze trends, and mentor on-call staff to improve reliability of payments, e-commerce, SaaS, and gaming platforms.

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FursaFursa
Xsolla
Xsolla
5 months ago

Technical Service Operations Lead (TSO Lead)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Lead and coordinate incident response for critical production issues across cross-functional teams, acting as Incident Commander, communicating updates to leaders and customers, and driving post-incident reviews. You’ll monitor incidents, enforce the incident management framework, analyze trends, and mentor on-call staff to improve reliability of payments, e-commerce, SaaS, and gaming platforms.
Location: British Columbia
Workplace: Remote
Employment Type: Full time · Permanent
Job Function: Business Operations

Key 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 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 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.

Pay and Benefits

Salary: CAD 120,000 - 150,000 annually
Perks:MedicalDentalVisionPaid Leave

Key Requirements

  • •6+ years of experience in incident management, SRE, NOC leadership, or technical operations in a production environment, preferably with payments, e-commerce, SaaS, or gaming platforms
  • •Proven incident management experience — coordinating multi-team response and executive communications under pressure
  • •Excellent written and verbal English communication, including executive updates and customer-facing incident status
  • •Strong ITIL foundation and practical experience with ITIL-aligned incident, problem, and change management workflows
  • •Technical depth in observability tooling (e.g., Datadog, Grafana, Splunk, New Relic) and incident tooling (Datadog, PagerDuty/OpsGenie, JIRA)
Experience:6+ yearsGamingPaymentsSaaSE-commerce
Skills:CommunicationLeadershipProblem-solvingAnalytical thinkingTeam collaboration
Certifications:ITIL
Languages:English
Tech Stack:DatadogPagerDutyJIRAITILConfluenceSlack

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
WebsiteLinkedIn