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Technical Service Operations Lead (TSO Lead)

External
xsolla logoXsolla · Bc, Canada
Full-timeRemote3mo ago
ComplianceIncident ResponseObservability
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About the role

Xsolla is a global commerce company with robust tools and services to help developers solve the inherent challenges of the video game industry. From indie to AAA, companies partner with Xsolla to help them fund, distribute, market, and monetize their games. Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually make new resources available to creators. Headquartered and incorporated in Los Angeles, California, Xsolla operates as the merchant of record and has helped over 1,500+ game developers to reach more players and grow their businesses around the world. With more paths to profits and ways to win, developers have all the things needed to enjoy the game. For more information, visit xsolla.com.

Requirements

  • 6+ years of experience in incident management, SRE, NOC leadership, or technical operations in a production environment supporting high-availability, high-transaction systems (payments, e-commerce, SaaS, or gaming platforms preferred).
  • Proven incident management experience - coordinating multi-team response, making real-time escalation decisions, and communicating with executive stakeholders under pressure.
  • Excellent written and verbal communication skills in English - ability to draft clear, concise executive updates at 3 AM under pressure, facilitate blameless PIRs, present operational metrics to senior leadership, and communicate incident status to customers and partners with clarity and professionalism.
  • Strong ITIL foundation - understanding of incident, problem, and change management lifecycles with practical experience implementing or operating ITIL-aligned workflows.
  • Technical depth across the observability stack - ability to read and interpret logs, traces, and metrics in Datadog (or equivalent: Grafana, Splunk, New Relic). Understanding of APM, SLOs, error budgets, burn-rate alerting, and synthetic monitoring.
  • Hands-on experience with incident tooling: Datadog, PagerDuty or OpsGenie, JIRA or JIRA Service Management, Slack, and Confluence.
  • Analytical mindset - ability to identify trends, patterns, and recurring issues from incident data and translate them into actionable recommendations for product and engineering teams.
  • Experience with SLA/SLO-driven operations where MTTD, MTTA, and MTTR are measured, reported, and improved.
  • Experience with or strong interest in AI/ML-assisted operations: anomaly detection, alert correlation, predictive alerting, automated remediation, or self-healing automation.
  • Comfort with 24x7 shift-based operations as part of a follow-the-sun model with handoff overlaps. Weekend on-call (rotating) for critical severities is required.

Benefits

Equal Employment Opportunity Statement:Criminal History Consideration:For the Technical Service Operations Lead (TSO Lead), we will conduct a background check that may include the following:Criminal history checkEmployment verificationEducation verificationRelevance to Job Responsibilities:The background check is relevant to this position because of the following role responsibilities:Accessing confidential company dataEnsuring compliance with regulatory requirementsRights Under the Fair Chance Act:Applicants are encouraged to inquire about their rights under the Fair Chance Act. If you have questions regarding our hiring practices, please contact careers@xsolla.com.

Additional Information

ABOUT YOU We are looking for a Technical Service Operations Lead (TSO Lead) who is operationally driven, collaborative, analytical, and a strong communicator to join our Global Technical Operations (GTO) team. The best candidate will be someone who thrives in a fast-paced, highly collaborative, and exceptionally dynamic setting and is excited to help coordinate incident response alongside cross-functional teams, identify trends and patterns in production issues, improve how we communicate with partners during incidents, and drive continuous improvement through post-incident reviews. Strong incident management experience, ITIL knowledge, and observability/monitoring expertise are essential, along with experience in technical operations, SRE, or NOC environments supporting high-availability platforms (payments, e-commerce, SaaS, or gaming). The ability to communicate clearly and effectively in English - both written and verbal - across technical and executive audiences will be key to your success in this role. If you're passionate about driving operational excellence and platform reliability at scale and love ensuring the reliability and uptime of commerce and payment solutions that game developers and players depend on, we would love to hear from you!

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