Technical Service Operations Lead (TSO Lead), Germany

Stack

Responsibilities

• ▹Serve as Incident Commander for major incidents: coordinating cross-functional teams, driving investigation, making escalation decisions and meeting SLA targets
• ▹Own incident communications to senior leadership, Customer Success and partner/customer contacts, and manage customer-facing status page updates
• ▹Facilitate blameless Post-Incident Reviews (PIRs), lead root cause identification and track corrective actions with owners and deadlines to closure
• ▹Analyze incident trends, recurring issues and production bugs, create Problem tickets and report recommendations to product and engineering teams
• ▹Enforce the incident management framework (severity model, priority matrix, SLA targets, escalation procedures, deployment readiness gates)
• ▹Oversee and mentor the Operations Engineer on your shift in triage, investigation, runbook execution and documentation quality
• ▹Produce shift handoff reports and operational reporting (incident trends, KPIs such as MTTD, MTTA, MTTR, SLA adherence, proactive detection rate, repeat incidents)
• ▹Audit service catalogue completeness and govern JIRA Service Management workflows for incident, PIR and problem management
• ▹Cover for the Operations Engineer during absences, breaks or surge incidents
• ▹Participate in the weekend on-call rotation for major incidents

Requirements

• ▹Previous experience at a gaming company is required: pace, player expectations and live operations dynamics
• ▹6+ years of experience in incident management, SRE, NOC leadership or technical operations in high-availability, high-transaction production environments
• ▹Proven incident management experience: coordinating multi-team response, making real-time escalation decisions and communicating with executives under pressure
• ▹Excellent written and verbal English communication
• ▹Strong ITIL foundation with practical experience operating ITIL-aligned workflows
• ▹Technical depth across the observability stack: reading logs, traces and metrics in Datadog (or Grafana, Splunk, New Relic), APM, SLOs, error budgets, burn-rate alerting, synthetic monitoring
• ▹Hands-on experience with incident tooling: Datadog, PagerDuty or OpsGenie, JIRA or JIRA Service Management, Slack, Confluence
• ▹Experience with SLA/SLO-driven operations where MTTD, MTTA and MTTR are measured and improved
• ▹Weekend on-call (rotating) for critical severities
• ▹Comfort with 24x7 shift-based operations in a follow-the-sun model with handoff overlaps

Nice to have

• ▹Customer/partner-facing incident communications and status page management
• ▹Experience with or strong interest in AI/ML-assisted operations: anomaly detection, alert correlation, predictive alerting, automated remediation
• ▹JIRA Service Management administration: workflows, SLA timers, automation rules, queues, permissions
• ▹Familiarity with Datadog Service Catalog, scorecards and SLOs, especially burn-rate alerts and multi-window SLOs
• ▹Experience building an operations function from scratch: processes, runbooks, governance cadences
• ▹Background in Kubernetes, cloud infrastructure (GCP preferred), microservices or distributed systems
• ▹ITIL certification (Foundation or higher)

Soft skills

What we offer

• ▹Unlimited flexible time off
• ▹Gym membership
• ▹Monthly train ticket
• ▹Personalized career roadmap for each employee
• ▹Training and educational opportunities

About the company

Xsolla is a global commerce company offering tools and services that help video game developers fund, distribute, market and monetize their games. Headquartered in Los Angeles, it operates as merchant of record and has helped over 1,500 game developers.