Xsolla
Technical Service Operations Lead (TSO Lead)
British Columbia · Senior
Sponsorship not specifiedCAD 120k-CAD 150kDetected 123 days ago
GCPCloud PlatformsKubernetesGrafanaDatadogSite Reliability EngineeringMachine LearningIncident ResponseJiraCustomer SuccessCadenceLeadershipCommunicationCollaborationMentoring
About the role
- Headquartered and incorporated in Los Angeles, California, Xsolla operates as the merchant of record and has helped over 1,500+ game developers to reach more players and grow their businesses around the world.
- With more paths to profits and ways to win, developers have all the things needed to enjoy the game.
Responsibilities
- Own all incident communications: draft and send clear, timely updates to senior leadership, Customer Success, and partner/customer contacts throughout the incident lifecycle, and manage customer-facing status page updates (status.xsolla.com).
- During non-incident periods, proactively analyze incident trends, recurring issues, and production bugs - identify patterns, create Problem tickets, and report findings and recommendations to product and engineering teams on a regular cadence.
- Oversee and mentor the Operations Engineer on your shift - coaching on triage, investigation, runbook execution, and documentation quality while conducting regular knowledge transfer sessions to build depth across the service portfolio.
- Produce shift handoff reports and deliver regular operational reporting: incident trends, KPI performance (MTTD, MTTA, MTTR), SLA adherence, proactive detection rate, and repeat incident analysis.
- Together, we're not just building a business
- For the Technical Service Operations Lead (TSO Lead), we will conduct a background check that may include the following:
- Together, we're not just building a business; we're cultivating a community that values creativity, collaboration, and the transformative power of play.
Requirements
- The ability to communicate clearly and effectively in English - both written and verbal - across technical and executive audiences will be key to your success in this role.
- 6+ years of experience in incident management, SRE, NOC leadership, or technical operations in a production environment supporting high-availability, high-transaction systems.
- If you have questions regarding our hiring practices, please contact careers@xsolla.com.
Nice to have
- Experience with customer/partner-facing incident communications and status page management.
- JIRA Service Management administration experience: workflows, SLA timers, automation rules, queues, and permissions.
- Familiarity with Datadog Service Catalog, scorecards, and SLOs - especially burn-rate alerts and multi-window SLOs.
- Background in Kubernetes, cloud infrastructure (GCP preferred), microservices architecture, or distributed systems.
- ITIL certification (Foundation or higher) is a plus but not required.
- workflows, SLA timers, automation rules, queues, and permissions.
Skills
- Experience in the gaming industry is required.
- Payments or fintech industry experience is a plus.
- Understanding of APM, SLOs, error budgets, burn-rate alerting, and synthetic monitoring.
- Hands-on experience with incident tooling: Datadog, PagerDuty or OpsGenie, JIRA or JIRA Service Management, Slack, and Confluence.
- Experience with SLA/SLO-driven operations where MTTD, MTTA, and MTTR are measured, reported, and improved.
- Weekend on-call (rotating) for critical severities is required.
Compensation
- CAD 120k-CAD 150k
Benefits
- This includes medical, dental, and vision, PTO, and a personalized career roadmap for each employee.
- By investing in professional development through training and educational opportunities, we ensure that our team thrives both personally and professionally.
- We do not discriminate based on race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other characteristic protected by law.
- Education verification
Company info
- Xsolla is a global commerce company with robust tools and services to help developers solve the inherent challenges of the video game industry.
- From indie to AAA, companies partner with Xsolla to help them fund, distribute, market, and monetize their games.
- Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually make new resources available to creators.
- For more information, visit xsolla.com.
- Excellent written and verbal communication skills in English - ability to draft clear, concise executive updates at 3 AM under pressure, facilitate blameless PIRs, present operational metrics to senior leadership, and communicate incident status to customers and partners with clarity and professionalism.
Equal opportunity
- Xsolla is an equal opportunity employer.
- We celebrate diversity and are committed to creating an inclusive environment for all employees.
- We consider qualified applicants with criminal histories in accordance with the Fair Chance Act.
- Criminal History Consideration:
This listing is sourced directly from Xsolla's careers page and normalized into a canonical job model.