Technical Service Operations Lead

This is a fully remote position, open to applicants in Azerbaijan.

📋 Description

• Act as Incident Commander for significant incidents — coordinating cross-functional response teams, leading investigations, making escalation decisions, and ensuring resolution of incidents within SLA targets.

• Manage all incident communications: compose and dispatch clear, timely updates to senior leadership, Customer Success, and partner/customer contacts throughout the incident lifecycle, and oversee updates to customer-facing status pages (status.xsolla.com).

• Lead blameless Post-Incident Reviews (PIRs) for major incidents — guiding root cause analysis, assigning corrective actions with defined owners and deadlines, and monitoring them to completion.

• During non-incident times, proactively evaluate incident trends, recurring issues, and production bugs — identify patterns, create Problem tickets, and regularly report findings and recommendations to product and engineering teams.

• Implement the incident management framework throughout the organization, including the severity model, priority matrix, SLA targets, escalation procedures, and deployment readiness criteria.

• Supervise and mentor the Operations Engineer during your shift — providing guidance on triage, investigation, runbook execution, and documentation quality while conducting regular knowledge transfer sessions to enhance service portfolio depth.

• Generate shift handoff reports and provide regular operational reporting: incident trends, KPI performance (MTTD, MTTA, MTTR), SLA compliance, proactive detection rates, and analysis of recurring incidents.

• Regularly audit the service catalog for completeness and manage JIRA Service Management workflows for incident, PIR, and problem management.

• Substitute for the Operations Engineer during vacations, absences, breaks, or surge incidents — including monitoring, triage, ticket creation, and runbook execution. Participate in weekend on-call rotation for significant incidents.

⛳️ Requirements

• Over 6 years of experience in incident management, SRE, NOC leadership, or technical operations within a production environment that supports high-availability, high-transaction systems (preferably payments, e-commerce, SaaS, or gaming platforms).

• Demonstrated incident management proficiency — coordinating multi-team responses, making real-time escalation decisions, and communicating with executive stakeholders under pressure.

• Exceptional written and verbal communication skills in English — capable of drafting clear, concise executive updates at 3 AM under pressure, facilitating blameless PIRs, presenting operational metrics to senior leadership, and conveying incident status to customers and partners with professionalism and clarity.

• Strong ITIL foundation — knowledge of incident, problem, and change management lifecycles, with practical experience in implementing or operating ITIL-aligned workflows.

• Technical expertise across the observability stack — ability to read and interpret logs, traces, and metrics in Datadog (or similar tools such as Grafana, Splunk, New Relic). Familiarity with APM, SLOs, error budgets, burn-rate alerting, and synthetic monitoring.

• Practical experience with incident management tools: Datadog, PagerDuty or OpsGenie, JIRA or JIRA Service Management, Slack, and Confluence.

• Analytical mindset — capable of identifying trends, patterns, and recurring issues from incident data and translating 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.

• Background in or strong interest in AI/ML-assisted operations: anomaly detection, alert correlation, predictive alerting, automated remediation, or self-healing automation.

• Comfortable 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.

🏝️ Benefits

• Xsolla values your privacy and will not sell or externally distribute any personal data collected during the hiring process.

• For any inquiries regarding data privacy, please contact: careers@xsolla.com