RemoteLeaf Logo
Log in Sign up

Technical Service Operations Lead (TSO Lead), Baku

8 hours, 26 minutes ago
Azerbaijan
Full-time
Lead
Operations Manager
Customer and Technical Support
Confluence Datadog E-commerce GCP Grafana Kubernetes Microservices New Relic OpsGenie PagerDuty Splunk
Apply Now
Xsolla

Xsolla

Xsolla is an international payment solution provider for online games, offering tools to launch, monetize, and scale games worldwide with local payment methods and fraud prevention.

Internet Software & Services
251-1K
Founded 2005
View All Jobs 76

Description

  • Serve as Incident Commander for major incidents by coordinating cross-functional response, driving investigation, making escalation decisions, and ensuring resolution within SLA targets.
  • Own incident communications by sending timely updates to senior leadership, Customer Success, and partner/customer contacts, and managing customer-facing status page updates.
  • Facilitate blameless Post-Incident Reviews by leading root cause analysis, assigning corrective actions, and tracking follow-ups to closure.
  • Analyze incident trends, recurring issues, and production bugs during non-incident periods and create Problem tickets with recommendations for product and engineering teams.
  • Enforce the incident management framework, including severity levels, priority matrix, SLA targets, escalation procedures, and deployment readiness gates.
  • Oversee and mentor the Operations Engineer on shift, including triage coaching, runbook execution, documentation quality, and knowledge transfer sessions.
  • Produce shift handoff reports and operational reporting on incident trends, KPI performance, SLA adherence, proactive detection rate, and repeat incident analysis.
  • Audit the service catalogue and govern JIRA Service Management workflows for incident, PIR, and problem management.
  • Cover the Operations Engineer role during vacations, absences, breaks, and surge incidents, including monitoring, triage, ticket creation, and runbook execution.
  • Participate in the weekend on-call rotation for major incidents and critical severities.

Requirements

  • 6+ years of experience in incident management, SRE, NOC leadership, or technical operations in a production environment.
  • Experience supporting high-availability, high-transaction systems such as payments, e-commerce, SaaS, or gaming platforms is preferred.
  • Proven incident management experience coordinating multi-team response, making escalation decisions, and communicating with executive stakeholders under pressure.
  • Excellent written and verbal English communication skills for executive updates, PIR facilitation, metric reporting, and customer/partner communications.
  • Strong ITIL foundation with practical experience in incident, problem, and change management workflows.
  • Technical depth in observability tools and metrics, including Datadog or equivalent tools such as Grafana, Splunk, or New Relic.
  • Understanding of APM, SLOs, error budgets, burn-rate alerting, and synthetic monitoring.
  • Hands-on experience with incident tooling such as Datadog, PagerDuty or OpsGenie, JIRA or JIRA Service Management, Slack, and Confluence.
  • Analytical mindset with the ability to identify trends and translate incident data into actionable recommendations.
  • Comfort with 24x7 shift-based operations in a follow-the-sun model, including weekend on-call rotation.
  • Experience in the gaming, payments, or fintech industry is nice to have.
  • JIRA Service Management administration experience, including workflows, SLA timers, and automation rules, is preferred.
  • Familiarity with Datadog Service Catalog, scorecards, and SLOs, especially burn-rate alerts and multi-window SLOs, is preferred.
  • Background in Kubernetes, cloud infrastructure, preferably GCP, microservices architecture, or distributed systems is a plus.
  • ITIL certification at Foundation level or higher is a plus.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Level99

Merchandise Manager

Level99 51-250 Media

Level99 is seeking a remote Merchandise Manager in Lake Buena Vista to run its merchandise program end to end for a growing entertainment venue brand and ensure products launch, replenish, and perform effectively across locations.

United States Full-time Mid Level Operations Manager
$55k-$70k
E-commerce Shopify
26 minutes ago
Qualysoft

Middleware Operations Lead

Qualysoft 251-1K Internet Software & Services

Qualysoft Group is seeking a Middleware Operations Lead in Budapest to oversee enterprise middleware platform operations and drive reliable service delivery across client environments.

Hungary Full-time Lead Operations Manager
Apache Bash Python
41 minutes ago
Hi-Altitude Brands

Director of E-Commerce - Health & Wellness - REMOTE

Hi-Altitude Brands Media

Stonehenge Health is hiring a remote, California-based Director of E-Commerce to own and scale its Shopify Plus direct-to-consumer storefronts, driving revenue growth, conversion, and the overall shopping experience.

United States Full-time Senior Head of Marketing Operations Manager
$175k-$200k
Google Analytics Power BI SEO Shopify
56 minutes ago
NEOWIZ

ブラウンダスト2 日本ファンダム事業 Operations PM(未経験/経験者)

NEOWIZ 251-1K Internet Software & Services

NEOWIZ GameOn is hiring an Operations PM to lead Japanese market marketing and fandom initiatives for Brown Dust 2, with a focus on planning and executing community-driven campaigns for anime-style collectible games.

Japan Full-time Senior Marketing Manager Operations Manager
56 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers