Lead incident response for Xsolla’s commerce and payment platforms using ITIL practices, observability expertise, and explicit executive communication. As Technical Service Operations Lead, you will coordinate cross-functional teams during major incidents and enforce operational frameworks. The role combines incident command, production analysis, partner communications, and continuous improvement. You will support high-availability, high-transaction systems across payments, e-commerce, SaaS, or gaming environments. Key Responsibilities:

Serve as Incident Commander during major production incidents Coordinate investigations, escalations, communications,



and SLA-focused resolution Lead blameless reviews and track corrective actions to closure Analyze recurring issues and report recommendations to engineering teams Govern severity, priority, escalation, and deployment readiness procedures Requirements:

Six-plus years in incident management, SRE, NOC leadership, or technical operations Experience supporting high-availability, high-transaction production systems Strong ITIL knowledge and practical workflow experience Expertise interpreting logs, traces, and metrics through observability tools Excellent English communication with technical and executive audiences Apply incident command, ITIL, observability, and analytical operations expertise to strengthen Xsolla platform reliability.

📌 Incident Management Operations Lead (Winnipeg)
🏢 Talantir
📍 Winnipeg