Tech Service Ops Lead, Germany – Incident & Reliability

Logoslabs; San Francisco (CA); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Unlimited PTO

Gym membership

Monthly transit ticket

Career development program

Job summary

Xsolla is seeking a Technical Service Operations Lead to drive incident response across cross-functional teams and coordinate major incidents with clear, timely updates. You will own post-incident reviews and drive continuous improvement in enterprise-grade gaming platforms.

The role requires 6+ years in incident management/SRE, strong ITIL foundation, and deep observability experience (Datadog, Grafana, or equivalent).

Qualifications

• 6+ years in incident management, SRE, NOC leadership, or technical operations for high-availability systems.
• Strong ITIL foundation with incident, problem, and change management lifecycles.
• Excellent written and verbal English communication for executive updates and customer-facing status.
• Experience with SLA/SLO-driven operations and metrics (MTTD, MTTA, MTTR).
• Hands-on with incident tooling: Datadog, PagerDuty/OpsGenie, JIRA Service Management, Slack, Confluence.

Responsibilities

• Serve as Incident Commander for major incidents with cross-functional response teams.
• Own incident communications to senior leadership and partner/customer contacts.
• Facilitate blameless Post-Incident Reviews and track corrective actions.
• Analyze incident trends during non-incident periods and report findings to product/engineering.
• Enforce incident management framework including severity model, SLAs, and deployment gates.
• Mentor the on-shift Operations Engineer and conduct knowledge-transfer sessions.
• Produce shift handoff reports and regular operational KPIs (MTTD, MTTA, MTTR).
• Audit service catalog and govern JIRA workflows for incident/PIR/problem management.
• Cover Operations Engineer during absences and participate in weekend on-call rotation.

Skills

Incident management

ITIL knowledge

Observability

SRE/NOC experience

Clear communication

Tools

Datadog

PagerDuty/OpsGenie

JIRA Service Management

Slack

Confluence

Job description

Xsolla is seeking a Technical Service Operations Lead to drive incident response across cross-functional teams and coordinate major incidents with clear, timely updates. You will own post-incident reviews and drive continuous improvement in enterprise-grade gaming platforms.

The role requires 6+ years in incident management/SRE, strong ITIL foundation, and deep observability experience (Datadog, Grafana, or equivalent).