Lead incident response for Xsolla’s commerce and payment platforms using ITIL practices, observability expertise, and clear 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
- Robust 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 (Canada)
🏢 Talantir
📍 Canada