RemoteLeaf Logo
Log in Sign up

Technical Service Operations Lead (TSO Lead)

5 months, 1 week 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 91

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

AssetWatch®

Field Coordination Manager

AssetWatch® 51-250 Construction & Engineering

AssetWatch is hiring a Field Coordination Manager to lead real-time field support and escalations, resolve operational issues, and protect customer experience for global manufacturing clients.

United States Full-time Mid Level Operations Manager
$90k-$110k
CRM Salesforce
2 hours, 7 minutes ago
Sunrise Group

Supply Chain & Procurement Manager

Sunrise Group 51-250 Internet Software & Services

Sunrise Group is seeking a Supply Chain & Procurement Manager to oversee materials, inventory, procurement, manufacturing coordination, logistics, and 3PL operations supporting its medical-device production and Dreem Health clinics.

Europe Senior Operations Manager
$76k-$86k
ERP
2 hours, 7 minutes ago
LBC Mortgage

Operations Manager

LBC Mortgage 11-50 Real Estate

LBC Mortgage is seeking an experienced Operations Manager to oversee daily operations, improve cross-functional processes, and build scalable systems for its growing U.S. mortgage brokerage.

Philippines Argentina Portugal Dominican Republic Mid Level Operations Manager
3 hours, 21 minutes ago
Mozilla

Staff Technical Support Manager, Enterprise

Mozilla 251-1K Internet Software & Services

Mozilla is hiring a Staff Enterprise Support Operations Manager to build and operate its first B2B technical support function, connecting enterprise customers, external vendors, Product, and Engineering.

Anywhere Full-time Lead Operations Manager
CRM JIRA
1 day, 2 hours 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