Technical Service Operations Lead (TSO Lead)

Xsolla
Kuala Lumpur
Workplace: RemoteFull timeMYR 240,000 - 300,000 annuallyFunction: Business OperationsExperience: 6+ yearsSkills: ["Communication","Leadership","Problem-solving","Collaboration","Analytical"]

Technical Service Operations Lead to join the Global Technical Operations team, coordinating incident response across cross-functional teams, driving post-incident improvements, and enforcing ITIL-aligned processes. The role emphasizes incident management, executive communication, observability, and continuous improvement for high-availability payments/e-commerce/SaaS/gaming platforms, with a Kuala Lumpur base.

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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: 11 hours agoStatus: Live

Job Summary

Technical Service Operations Lead to join the Global Technical Operations team, coordinating incident response across cross-functional teams, driving post-incident improvements, and enforcing ITIL-aligned processes. The role emphasizes incident management, executive communication, observability, and continuous improvement for high-availability payments/e-commerce/SaaS/gaming platforms, with a Kuala Lumpur base.
Location: Kuala Lumpur
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Sr. Manager level

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: MYR 240,000 - 300,000 annually
Perks:Health InsuranceFlexible HoursNo Dress

Key Requirements

  • •6+ years of incident management, SRE, NOC leadership, or technical operations in production environments (payments, e-commerce, SaaS, or gaming preferred)
  • •Proven incident management experience with multi-team coordination and executive-level communications
  • •Excellent written and verbal English communication skills, able to present updates to senior leadership and customers
  • •Strong ITIL foundation with practical experience in incident, problem, and change management workflows
  • •Technical depth across the observability stack (logs, traces, metrics) with experience reading Datadog, Grafana, Splunk, or New Relic
Experience:6+ yearsGamingPaymentsE-commerceSaaS
Skills:CommunicationLeadershipProblem-solvingCollaborationAnalytical
Certifications:ITIL
Languages:English
Tech Stack:DatadogGrafanaSplunkNew RelicPagerDutyOpsGenieJIRA Service ManagementSlackConfluenceGitLab

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