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Technical Service Operations Lead (TSO Lead), Kuala Lumpur

5 months, 1 week ago
Malaysia
Full-time
Lead
Operations Manager
Customer and Technical Support
Confluence Datadog GCP GitLab 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 and ensuring resolution within SLA targets.
  • Own incident communications, including executive updates, customer and partner notifications, and status page updates.
  • Facilitate blameless post-incident reviews, drive root cause analysis, and track corrective actions to closure.
  • Analyze incident trends, recurring production issues, and bugs to create problem tickets and recommendations for product and engineering teams.
  • Enforce the incident management framework, including severity levels, priority matrix, escalation procedures, SLA targets, and deployment readiness gates.
  • Mentor and oversee the Operations Engineer on shift through coaching, knowledge transfer, and runbook/documentation review.
  • Produce shift handoff reports and operational metrics such as MTTD, MTTA, MTTR, SLA adherence, and repeat incident analysis.
  • 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 the weekend on-call rotation 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 systems such as payments, e-commerce, SaaS, or gaming platforms.
  • Proven ability to coordinate multi-team incident response and make real-time escalation decisions under pressure.
  • Excellent written and verbal English communication skills for executive, customer, and partner-facing incident communications.
  • Strong ITIL foundation with practical experience in incident, problem, and change management lifecycles.
  • 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.
  • Analytical mindset with experience identifying trends and turning incident data into actionable recommendations.
  • Experience with SLA/SLO-driven operations where MTTD, MTTA, and MTTR are measured and improved.
  • Comfort with 24x7 shift-based follow-the-sun operations and rotating weekend on-call coverage.
  • Experience in the gaming, payments, or fintech industry is preferred.
  • JIRA Service Management administration experience is a plus.
  • Familiarity with Datadog Service Catalog, scorecards, SLOs, burn-rate alerts, and multi-window SLOs is a plus.
  • Experience building an operations function from scratch is a plus.
  • Background in Kubernetes, cloud infrastructure, GCP, microservices, or distributed systems is a plus.
  • ITIL certification Foundation level or higher is a plus but not required.

Benefits

  • RM240,000 - RM300,000 annual salary.
  • Latest Mac workplace equipment plus additional hardware.
  • Professional growth through free trainings and specialized conference participation.
  • Knowledge sharing and rich internal learning opportunities.
  • Health insurance covering medical, dental, and optical for employees and dependants.
  • Flexible hours to organize your day around your needs and team demands.
  • No dress code.
  • Comfortable, new office environment.

Interested in this position?

Apply directly on the company website

Apply Now

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