# Technical Service Operations Lead (TSO Lead) at Xsolla

- Company: Xsolla (xsolla.com)
- Location: British Columbia (remote)
- Places: Remote, Canada
- Posted: 2026-03-20
- Apply: https://jobs.lever.co/xsolla/f696cfff-72ff-4efc-886b-023d1f4450ac
- Page: https://ye.saranatour.dev/jobs/technical-service-operations-lead-tso-lead-xsolla-kn79h9qgwmxfa692hdnssgb9jn8he8bc

## The posting

Technical Service Operations Lead (TSO Lead)
Xsolla · British Columbia

## **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](http://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