Technical Service Operations Lead (TSO Lead)

ABOUT YOU

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.

Strong incident management experience, ITIL knowledge, and observability/monitoring expertise are essential, along with experience in technical operations, SRE, or NOC environments supporting high-availability platforms (payments, e-commerce, SaaS, or gaming). 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.

If you're passionate about driving operational excellence and platform reliability at scale and love ensuring the reliability and uptime of commerce and payment solutions that game developers and players depend on, we would love to hear from you!

ABOUT US

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. 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.

For more information, visit xsolla.com.

Responsibilities:

Qualifications & Skills:

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.
• Experience building an operations function from scratch — defining processes, writing runbooks, establishing governance cadences.
• Background in Kubernetes, cloud infrastructure (GCP preferred), microservices architecture, or distributed systems.
• ITIL certification (Foundation or higher) is a plus but not required.

Benefits:

We are passionate about fostering a supportive environment for our team, so we prioritize the physical, mental, and emotional well-being of our employees and their families through a comprehensive Benefits Program. 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. Together, we're not just building a business; we're cultivating a community that values creativity, collaboration, and the transformative power of play.

Equal Employment Opportunity Statement:

Xsolla is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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. We consider qualified applicants with criminal histories in accordance with the Fair Chance Act.

Criminal History Consideration:

For the Technical Service Operations Lead (TSO Lead), we will conduct a background check that may include the following:

• Criminal history check
• Employment verification
• Education verification

Relevance to Job Responsibilities:

The background check is relevant to this position because of the following role responsibilities:

• Accessing confidential company data
• Ensuring compliance with regulatory requirements

Rights Under the Fair Chance Act:

Applicants are encouraged to inquire about their rights under the Fair Chance Act. If you have questions regarding our hiring practices, please contact [email protected].

By submitting the following job application form, you consent to Xsolla processing your data for career-related inquiries and potential employment opportunities. We process your data in accordance with the

Xsolla Privacy Notice for Job Applicants

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[email protected]

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Compensation: CAD 120,000 – 150,000 per year salary