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Technical Service Operations Lead (TSO Lead), Kuala Lumpur

3 months, 4 weeks ago
Malaysia
Full-time
Lead
Operations Manager
Customer and Technical Support
Confluence Datadog GCP GitLab 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 90

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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