RemoteLeaf Logo
Log in Sign up

Technical Service Operations Lead (TSO Lead), Germany

4 weeks ago
Germany
Full-time
Senior
Program Manager
Project and Program Management
Confluence Datadog 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 93

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

Similar Roles

American Institutes for Research

Quantitative Research Associate, International Development

American Institutes for Research 1K-5K Professional Services

American Institutes for Research (AIR) is hiring a Quantitative Research Associate to support international development research and technical assistance projects by managing data, analyzing findings, and assisting with proposals and project coordination.

United States Full-time Junior Data Scientist Program Manager
$69k-$83k
R
9 hours, 40 minutes ago
U

Enterprise Engagement Manager (Remote)

Unframe Inc. 51-200 Technology, Information and Internet

Unframe is hiring an Enterprise Engagement Manager to lead delivery, adoption, and customer success for AI solutions across its largest enterprise accounts.

United States Full-time Mid Level Customer Success Manager Program Manager
Generative AI LLM
10 hours, 9 minutes ago
Clarify Health

Engagement Leader

Clarify Health 251-1K IT Services

Clarify is hiring its first Engagement Leader to own a strategic health system account, coordinate cross-functional delivery, and drive measurable outcomes in a multi-year, at-risk partnership.

United States Full-time Lead Account Manager Program Manager
$250k-$350k
Salesforce
10 hours, 55 minutes ago
MORO TECH

Service Delivery Manager

MORO TECH 51-250 Road & Rail

MORO TECH is hiring a Service Delivery Manager to help structure and improve IT service delivery, internal operations, and continuous improvement work for a global business transformation environment.

Greece Portugal Full-time Mid Level Program Manager
Agile Power BI
10 hours, 55 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