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Technical Service Operations Lead (TSO Lead), Baku

4 months, 2 weeks ago
Azerbaijan
Full-time
Lead
Operations Manager
Customer and Technical Support
Confluence Datadog E-commerce GCP Grafana Kubernetes Microservices New Relic OpsGenie PagerDuty Splunk
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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 92

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

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