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Technical Service Operations Lead (TSO Lead)

8 hours, 51 minutes ago
Canada
Full-time
Senior
Operations Manager
Customer and Technical Support
Confluence Datadog E-commerce GCP Grafana JIRA 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 76

Description

  • Serve as incident commander for major incidents, coordinating cross-functional response teams and driving resolution within SLA targets.
  • Own incident communications, including executive updates and customer-facing status page updates throughout the incident lifecycle.
  • Facilitate blameless post-incident reviews, identify root causes, assign corrective actions, and track them to closure.
  • Analyze incident trends, recurring issues, and production bugs to create problem tickets and recommendations for product and engineering teams.
  • Enforce the incident management framework, including severity levels, priority matrix, SLA targets, escalation procedures, and deployment readiness gates.
  • Mentor and oversee the Operations Engineer on shift, including triage, investigation, runbook execution, documentation quality, and knowledge transfer.
  • Produce shift handoff reports and regular operational reporting on incident trends, KPI performance, SLA adherence, proactive detection, and repeat incidents.
  • Audit service catalogue completeness and govern JIRA Service Management workflows for incident, PIR, and problem management.
  • Cover the Operations Engineer role during absences, breaks, and surge incidents.
  • Participate in a rotating weekend on-call schedule for major incidents.

Requirements

  • 6+ years of experience in incident management, SRE, NOC leadership, or technical operations in a production environment.
  • Experience supporting high-availability, high-transaction platforms such as payments, e-commerce, SaaS, or gaming.
  • Proven ability to coordinate multi-team incident response and make real-time escalation decisions under pressure.
  • Excellent written and verbal communication skills in English for executive, technical, customer, and partner audiences.
  • Strong ITIL foundation with practical experience in incident, problem, and change management workflows.
  • Ability to read and interpret logs, traces, and metrics in Datadog or equivalent tools such as Grafana, Splunk, or New Relic.
  • Hands-on experience with Datadog, PagerDuty or OpsGenie, JIRA or JIRA Service Management, Slack, and Confluence.
  • Understanding of APM, SLOs, error budgets, burn-rate alerting, and synthetic monitoring.
  • Analytical mindset with the ability to identify trends from incident data and turn them into actionable recommendations.
  • Comfort with 24x7 shift-based operations in a follow-the-sun model and rotating weekend on-call coverage.
  • Experience with or strong interest in AI/ML-assisted operations such as anomaly detection, alert correlation, predictive alerting, automated remediation, or self-healing automation.
  • Experience in gaming, payments, or fintech is preferred.
  • JIRA Service Management administration experience is preferred.
  • Familiarity with Datadog Service Catalog, scorecards, SLOs, burn-rate alerts, and multi-window SLOs is preferred.
  • Experience building an operations function from scratch is preferred.
  • Background in Kubernetes, cloud infrastructure, GCP, microservices architecture, or distributed systems is preferred.
  • ITIL certification (Foundation or higher) is a plus but not required.

Benefits

  • $120,000 - $150,000 annual salary in British Columbia, depending on location and experience.
  • Medical, dental, and vision coverage.
  • PTO.
  • Personalized career roadmap for each employee.
  • Training and educational opportunities for professional development.
  • Supportive environment focused on employees’ physical, mental, and emotional well-being.
  • Equal opportunity and inclusive workplace environment.

Interested in this position?

Apply directly on the company website

Apply Now

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