RemoteLeaf Logo
Log in Sign up

Technical Service Operations Lead (TSO Lead)

4 months, 2 weeks 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
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 92

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

Similar Roles

EnableComp

Vice President, Revenue Cycle Technology Operations

EnableComp 251-1K Insurance

EnableComp is seeking a Vice President, Revenue Cycle Technology Operations to lead enterprise technology operations and global delivery partnerships, translating technology strategy into scalable, measurable performance across healthcare revenue cycle service lines.

United States Full-time Executive Operations Manager
3 hours, 27 minutes ago
Beacon Biosignals

Clinical Study Operations Manager

Beacon Biosignals 11-50 Biotechnology

Beacon Biosignals is hiring a remote Clinical Study Operations Manager to oversee clinical study delivery from startup through close-out, ensuring efficient execution, compliance, and quality across sponsors, project teams, and research sites.

United States Contract Senior Operations Manager
$90k-$110k
Asana Git Machine Learning Statistics
3 hours, 41 minutes ago
Gomining

General Manager - Cards

Gomining 11-50 Construction & Engineering

GoMining is seeking a General Manager to own its Cards business end to end, leading strategy, P&L, product, providers, engineering, and execution to grow usage and build sustainable economics.

Latvia Poland Serbia Georgia Spain Cyprus Full-time Executive Operations Manager Product Manager
4 hours, 27 minutes ago
STR

Senior Manager of Supply Chain

STR 251-1K Aerospace & Defense

STR is seeking a Senior Manager of Supply Chain to lead strategic sourcing and supplier management for defense and intelligence programs while improving cost, schedule, performance, and supply chain processes.

United States Full-time Senior Operations Manager
$168k-$210k
Cybersecurity
4 hours, 27 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