Technical Service Operations Lead

🕒 vor 2 Monaten

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Xsolla

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

Gegründet 2005

🎮 Gaming

🛍️ eCommerce

☁️ SaaS

Gaming • eCommerce • SaaS

Xsolla ist auf Lösungen für Game-Commerce spezialisiert. Das Unternehmen stellt Tools und Services bereit, mit denen Entwickler von Videospielen ihre Spiele monetarisieren, vertreiben und finanzieren können – und so in jeder Entwicklungsphase ihren Umsatz steigern. Xsolla bietet ein breites Spektrum an Lösungen, darunter anpassbare Webshops, Zahlungsabwicklung, Betrugsprävention (Fraud-Management) sowie Social-Pakete zur Steigerung der Spielerbindung. Mit über 19 Jahren Erfahrung in der Videospielbranche arbeitet Xsolla weltweit mit Entwicklern und Publishern zusammen, um Compliance, Steuern und operative Komplexität zu managen – damit sie sich auf die Verbindung zu ihrer Spielerschaft konzentrieren können. Die Services sind für gängige Entwicklungsplattformen wie Unity, Unreal und Cocos Creator ausgelegt und unterstützen weltweit eine große Bandbreite lokaler Zahlungsmethoden.

Beschreibung

• 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 absences, breaks, or surge incidents. Participate in weekend on-call rotation for major incidents.

🎯 Anforderungen

• 6+ years of experience in incident management, SRE, NOC leadership, or technical operations in a production environment supporting high-availability, high-transaction systems (payments, e-commerce, SaaS, or gaming platforms preferred). • Proven incident management experience — coordinating multi-team response, making real-time escalation decisions, and communicating with executive stakeholders under pressure. • 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. • Strong ITIL foundation — understanding of incident, problem, and change management lifecycles with practical experience implementing or operating ITIL-aligned workflows. • Technical depth across the observability stack — ability to read and interpret logs, traces, and metrics in Datadog (or equivalent: Grafana, Splunk, New Relic). 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. • Analytical mindset — ability to identify trends, patterns, and recurring issues from incident data and translate them into actionable recommendations for product and engineering teams. • Experience with SLA/SLO-driven operations where MTTD, MTTA, and MTTR are measured, reported, and improved. • Experience with or strong interest in AI/ML-assisted operations: anomaly detection, alert correlation, predictive alerting, automated remediation, or self-healing automation. • Comfort with 24x7 shift-based operations as part of a follow-the-sun model with handoff overlaps. Weekend on-call (rotating) for critical severities is required.

🏖️ Vorteile

• 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.