Xsolla

3 months ago

Technical Service Operations Lead (TSO Lead)

✓ 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

Technical Service Operations Lead to join the Global Technical Operations team, coordinating incident response across cross-functional teams, driving post-incident reviews, and analyzing production trends to improve incident communications and overall platform reliability for high-availability systems (payments/e-commerce/SaaS/gaming). Strong ITIL knowledge, observability expertise, and leadership in SRE/NOC environments are essential for sustained operational excellence.

Location: Baku

Workplace: Remote

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Serve as Incident Commander for major incidents and coordinate cross-functional response teams to drive investigations and resolve incidents within SLA targets.
•Own incident communications by drafting timely updates for senior leadership, Customer Success, and partner/customer contacts, and manage customer-facing status updates (status.xsolla.com).
•Facilitate blameless Post-Incident Reviews (PIRs) to identify root causes, assign corrective actions with owners and deadlines, and track closure.
•During non-incident periods, analyze incident trends and production bugs to identify patterns, create Problem tickets, and report findings to product and engineering teams.
•Enforce the incident management framework across the organization (severity model, priority matrix, SLA targets, escalation procedures, and deployment readiness gates).

Key Requirements

•6+ years of incident management, SRE, NOC leadership, or technical operations in a production environment supporting high-availability systems (payments, e-commerce, SaaS, or gaming).
•Proven incident management experience—coordinating multi-team response and communicating with executive stakeholders under pressure.
•Excellent written and verbal English communication for executive updates, PIR facilitation, and customer/partner communications.
•Strong ITIL foundation—experience with incident, problem, and change management lifecycles and ITIL-aligned workflows.
•Technical depth across observability tools (Datadog, Grafana, Splunk, New Relic) and understanding of APM, SLOs, error budgets, burn-rate alerts, and synthetic monitoring.

Experience:6+ yearsSRENOCITILObservabilityIncident management

Skills:LeadershipCommunicationAnalytical thinkingProblem-solvingTeam coaching

Certifications:ITIL

Languages:English

Tech Stack:DatadogGrafanaSplunkNew RelicAPMSLOsBurn-rateSynthetic monitoringPagerDutyOpsGenieJIRASlackConfluence

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

3 months ago

Technical Service Operations Lead (TSO Lead)

✓ 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: Baku

Workplace: Remote

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Serve as Incident Commander for major incidents and coordinate cross-functional response teams to drive investigations and resolve incidents within SLA targets.
•Own incident communications by drafting timely updates for senior leadership, Customer Success, and partner/customer contacts, and manage customer-facing status updates (status.xsolla.com).
•Facilitate blameless Post-Incident Reviews (PIRs) to identify root causes, assign corrective actions with owners and deadlines, and track closure.
•During non-incident periods, analyze incident trends and production bugs to identify patterns, create Problem tickets, and report findings to product and engineering teams.
•Enforce the incident management framework across the organization (severity model, priority matrix, SLA targets, escalation procedures, and deployment readiness gates).

Key Requirements

•6+ years of incident management, SRE, NOC leadership, or technical operations in a production environment supporting high-availability systems (payments, e-commerce, SaaS, or gaming).
•Proven incident management experience—coordinating multi-team response and communicating with executive stakeholders under pressure.
•Excellent written and verbal English communication for executive updates, PIR facilitation, and customer/partner communications.
•Strong ITIL foundation—experience with incident, problem, and change management lifecycles and ITIL-aligned workflows.
•Technical depth across observability tools (Datadog, Grafana, Splunk, New Relic) and understanding of APM, SLOs, error budgets, burn-rate alerts, and synthetic monitoring.

Experience:6+ yearsSRENOCITILObservabilityIncident management

Skills:LeadershipCommunicationAnalytical thinkingProblem-solvingTeam coaching

Certifications:ITIL

Languages:English

Tech Stack:DatadogGrafanaSplunkNew RelicAPMSLOsBurn-rateSynthetic monitoringPagerDutyOpsGenieJIRASlackConfluence

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