Incident Management Operations Lead

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 incidentsCoordinate investigations, escalations, communications, and SLA-focused resolutionLead blameless reviews and track corrective actions to closureAnalyze recurring issues and report recommendations to engineering teamsGovern severity, priority, escalation, and deployment readiness proceduresRequirements:
Six-plus years in incident management, SRE, NOC leadership, or technical operationsExperience supporting high-availability, high-transaction production systemsStrong ITIL knowledge and practical workflow experienceExpertise interpreting logs, traces, and metrics through observability toolsExcellent English communication with technical and executive audiencesApply incident command, ITIL, observability, and analytical operations expertise to strengthen Xsolla platform reliability.
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