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Technical Service Operations Lead (TSO Lead), Germany

3 months ago
Germany
Full-time
Senior
Program Manager
Project and Program Management
Confluence Datadog 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 89

Description

  • Serve as Incident Commander for major incidents, coordinating cross-functional response teams, driving investigation, making escalation decisions, and ensuring resolution within SLA targets.
  • Own incident communications by sending timely updates to senior leadership, Customer Success, partners, and customers, and manage status page updates.
  • Facilitate blameless post-incident reviews, lead root cause identification, assign corrective actions, and track them through closure.
  • Analyze incident trends, recurring issues, and production bugs to identify patterns, create problem tickets, and share recommendations with 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 coaching on triage, investigation, runbooks, and documentation quality.
  • 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, and participate in a weekend on-call rotation for major incidents.

Requirements

  • Previous experience working at a gaming company is required.
  • 6+ years of experience in incident management, SRE, NOC leadership, or technical operations in a production environment supporting high-availability, high-transaction systems.
  • Proven incident management experience coordinating multi-team response, making real-time escalation decisions, and communicating with executive stakeholders under pressure.
  • Excellent written and verbal communication skills in English, including the ability to draft clear executive updates, facilitate PIRs, present metrics, and communicate with customers and partners.
  • Strong ITIL foundation with practical experience in incident, problem, and change management lifecycles.
  • Technical depth across observability tools, including Datadog or equivalents such as Grafana, Splunk, or New Relic, plus understanding of APM, SLOs, error budgets, burn-rate alerting, and synthetic monitoring.
  • Hands-on experience with Datadog, PagerDuty or OpsGenie, JIRA or JIRA Service Management, Slack, and Confluence.
  • Analytical mindset with the ability to identify trends, patterns, and recurring issues from incident data and translate them into recommendations.
  • Experience with SLA/SLO-driven operations where MTTD, MTTA, and MTTR are measured, reported, and improved.
  • Comfort with 24x7 shift-based operations in a follow-the-sun model, including rotating weekend on-call for critical severities.
  • Experience with customer- or partner-facing incident communications and status page management.
  • Experience with or strong interest in AI/ML-assisted operations such as anomaly detection, alert correlation, predictive alerting, automated remediation, or self-healing automation.
  • JIRA Service Management administration experience, including workflows, SLA timers, automation rules, queues, and permissions.
  • Familiarity with Datadog Service Catalog, scorecards, and SLOs, especially burn-rate alerts and multi-window SLOs.
  • Experience building an operations function from scratch, including defining processes, writing runbooks, and establishing governance cadences.
  • Background in Kubernetes, cloud infrastructure with GCP preferred, microservices architecture, or distributed systems.
  • ITIL certification (Foundation or higher) is a plus but not required.

Benefits

  • Unlimited flexible time off.
  • Gym membership.
  • Monthly train ticket.
  • Personalized career roadmap for each employee.
  • Training and educational opportunities for professional development.
  • Comprehensive benefits program supporting physical, mental, and emotional well-being.

Interested in this position?

Apply directly on the company website

Apply Now

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