We are looking for a Technical Service Operations Lead (TSO Lead) who is operationally driven, collaborative, analytical, and a strong communicator to join our Global Technical Operations (GTO) team. The best candidate will be someone who thrives in a fast-paced, highly collaborative, and exceptionally dynamic setting and is excited to help coordinate incident response alongside cross-functional teams, identify trends and patterns in production issues, improve how we communicate with partners during incidents, and drive continuous improvement through post-incident reviews.
Requirements
- Serve as Incident Commander for major incidents — coordinating cross-functional response teams, driving investigation, making escalation decisions, and ensuring incidents are resolved within SLA targets.
- 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).
- Facilitate blameless Post-Incident Reviews (PIRs) for major incidents — leading root cause identification, assigning corrective actions with clear owners and deadlines, and tracking them to closure.
- 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.
- Enforce the incident management framework across the organization, including the severity model, priority matrix, SLA targets, escalation procedures, and deployment readiness gates.
- 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.
- Audit service catalogue completeness on a regular cadence and govern JIRA Service Management workflows for incident, PIR, and problem management.
- Cover for the Operations Engineer role during vacations, absences, breaks, or surge incidents — including monitoring, triage, ticket creation, and runbook execution. Participate in weekend on-call rotation for major incidents.
Benefits
- Health insurance
- Retirement plan
- Paid time off
- Employee relocation
Originally posted on Himalayas
