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

Information Technology

251-1K (490)

Founded 2005

80 open positions

Links

View All Jobs

Technical Service Operations Lead (TSO Lead)

2 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 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 80

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

Colovore is hiring a hands-on Facilities Manager to oversee the operations, maintenance, and team leadership for high-density, liquid-cooled AI data center facilities as the company expands nationally.

United States Full-time Senior Operations Manager

15 hours, 24 minutes ago

Apply

15 hours, 24 minutes ago

Netsuite/Salesforce Senior Application Administrator

IonQ 51-250 Internet Software & Services

IonQ is seeking a Business Systems Manager to lead the administration, security, and optimization of its Salesforce and NetSuite enterprise systems across business operations and IT.

United States Full-time Senior Business Analyst Operations Manager

$112k-$146k

Agile NetSuite Salesforce

15 hours, 24 minutes ago

Apply

15 hours, 24 minutes ago

Regional Manager, Affordable Housing

Asset Living 1K-5K Real Estate

Asset Living is hiring a Regional Manager, Affordable Housing to oversee a housing community portfolio’s operations, compliance, staffing, financial performance, leasing, and maintenance.