Technical Service Operations Lead (TSO Lead)

Xsolla
Baku
Workplace: RemoteFull timeFunction: Business OperationsExperience: 6+ yearsSkills: ["Leadership","Communication","Analytical thinking","Problem-solving","Team coaching"]

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.

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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: 1 hour 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
WebsiteLinkedIn