Technical Service Operations Lead (TSO Lead), Baku

About the Role

The TSO Lead will be an integral part of a high-performing team that values open communication, proactive problem-solving, and a commitment to excellence. You will work closely with senior leadership, Customer Success teams, and partner contacts to ensure that incidents are resolved efficiently and effectively. Your day-to-day responsibilities will include serving as Incident Commander for major incidents, facilitating blameless Post-Incident Reviews (PIRs), and analyzing incident trends to identify areas for improvement.

Xsolla's GTO team is a tight-knit group of professionals who are passionate about delivering exceptional results and supporting each other in a fast-paced environment. As a TSO Lead, you will have the opportunity to mentor and coach junior team members, contribute to the development of incident management frameworks, and drive continuous improvement initiatives that impact the entire organization.

What You Will Do

• Serve as Incident Commander for major incidents, coordinating cross-functional response teams and driving investigation, escalation, and resolution efforts
• Own all incident communications, including drafting and sending clear, timely updates to senior leadership, Customer Success, and partner/customer contacts throughout the incident lifecycle
• Facilitate blameless Post-Incident Reviews (PIRs) for major incidents, leading root cause identification, assigning corrective actions, and tracking them to closure
• Analyze incident trends, recurring issues, and production bugs to identify patterns, create Problem tickets, and report findings and recommendations to product and engineering teams
• Enforce the incident management framework across the organization, including severity models, priority matrices, SLA targets, escalation procedures, and deployment readiness gates
• Oversee and mentor the Operations Engineer on your shift, coaching on triage, investigation, runbook execution, and documentation quality
• Produce shift handoff reports and deliver regular operational reporting, including incident trends, KPI performance, SLA adherence, proactive detection rates, and repeat incident analysis
• Audit service catalogue completeness on a regular cadence and govern JIRA Service Management workflows for incident, PIR, and problem management
• Cover for the Operations Engineer role during vacations, absences, breaks, or surge incidents, including monitoring, triage, ticket creation, and runbook execution
• Participate in weekend on-call rotation for major incidents

What We Are Looking For

• 5+ years of experience in a technical operations or incident management role, preferably in a fast-paced, dynamic environment
• Strong analytical and problem-solving skills, with the ability to think critically and make data-driven decisions
• Excellent communication and interpersonal skills, with experience working with cross-functional teams and senior leadership
• Proficiency in incident management frameworks, including ITIL or similar methodologies
• Experience with JIRA Service Management, or similar ticketing systems
• Strong understanding of cloud-based infrastructure, including AWS or Azure
• Ability to work in a remote environment, with a strong emphasis on self-motivation and discipline
• Bachelor's degree in Computer Science, Information Technology, or a related field

Nice to Have

• Experience with continuous integration and continuous deployment (CI/CD) pipelines
• Familiarity with agile development methodologies, including Scrum or Kanban
• Knowledge of security best practices, including compliance and risk management
• Certification in ITIL, AWS, or Azure

Benefits and Perks

• Health insurance, including medical, dental, and vision coverage
• Retirement plan, with employer matching contributions
• Paid time off, including vacation days, sick leave, and holidays
• Employee relocation assistance, including travel and accommodation expenses
• Remote work stipend, including equipment and software allowances
• Professional development opportunities, including training and certification programs
• Access to a global network of professionals, with opportunities for collaboration and knowledge sharing

• Develop a strong understanding of incident management frameworks, including ITIL or similar methodologies, to stand out as a candidate.
• Showcase your ability to communicate complex technical issues to non-technical stakeholders, including senior leadership and partner contacts.
• Highlight your experience with JIRA Service Management, or similar ticketing systems, and demonstrate your ability to govern workflows for incident, PIR, and problem management.
• Be prepared to discuss your approach to continuous improvement, including your experience with analytics tools and your ability to drive meaningful change through data-driven insights.
• Research Xsolla's company culture and values, and be prepared to discuss how your skills and experience align with the organization's mission and vision.
• Develop a portfolio of your work, including examples of your writing, communication, and problem-solving skills, to demonstrate your value as a candidate.