Technical Service Operations Lead (TSO Lead), Baku

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.RequirementsServe 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 — identify patterns, create Problem tickets, and report findings and recommendations to product and engineering teams on a regular cadence.Enforce the incident management framework across the organization, including the severity model, priority matrix, 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 while conducting regular knowledge transfer sessions to build depth across the service portfolio.Produce shift handoff reports and deliver regular operational reporting: incident trends, KPI performance (MTTD, MTTA, MTTR), SLA adherence, proactive detection rate, 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.BenefitsHealth insuranceRetirement planPaid time offEmployee relocationOriginally posted on Himalayas

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.RequirementsServe 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 — identify patterns, create Problem tickets, and report findings and recommendations to product and engineering teams on a regular cadence.Enforce the incident management framework across the organization, including the severity model, priority matrix, 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 while conducting regular knowledge transfer sessions to build depth across the service portfolio.Produce shift handoff reports and deliver regular operational reporting: incident trends, KPI performance (MTTD, MTTA, MTTR), SLA adherence, proactive detection rate, 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.BenefitsHealth insuranceRetirement planPaid time offEmployee relocationOriginally posted on Himalayas