Technical Service Operations Lead TSO Lead , Kuala Lumpur - xsolla

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!

Technical Service Operations Lead (TSO Lead), Kuala Lumpur

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.

Responsibilities:

Serve as Incident Commander for major incidents — coordinating cross-functional response teams, driving investigation, making escalation decisions, and ensuring incidents are resolved within SLA targets.

Own all incident communications: draft and send clear, timely updates to senior leadership, Customer Success, and partner/customer contacts throughout the incident lifecycle, and manage customer-facing status page updates (status.xsolla.com).

Facilitate blameless Post-Incident Reviews (PIRs) for major incidents — leading root cause identification, assigning corrective actions with clear owners and deadlines, and tracking them to closure.

During non-incident periods, proactively analyze incident trends, recurring issues, and production bugs — identif