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Director of Global Technical Operations
Xsolla
- Montreal, Québec, Canada
- Montreal, Québec, Canada
About
Key Responsibilities: Operational Leadership ● Lead and scale the Operations organization, overseeing service delivery, platform reliability, and 24/7 monitoring functions ● Develop and optimize operational processes and governance frameworks that drive consistency, efficiency, and scalability ● Partner with Engineering, Product, and Infrastructure teams to ensure seamless platform operations and readiness for new releases ● Define and track key operational metrics (uptime, latency, incident frequency, and resolution times Customer & Partner Experience ● Champion a customer-first culture within Operations — ensuring all processes enhance the experience of developers, publishers, and players ● Collaborate with Customer Success and Support to resolve systemic issues and improve responsiveness and transparency ● Translate operational insights into actionable improvements for customer experience ● Drive proactive communication during platform incidents and service changes Security & Compliance Collaboration ● Partner closely with the Security organization to manage and support security-related events, incidents, and investigations ● Ensure operational readiness and documentation for responding to security alerts and threats ● Participate in post-incident reviews and implement process improvements based on findings ● Collaborate with Security and Compliance teams to align with global standards and certifications (SOC 2, ISO 27001, GDPR, PCI-DSS ● Support audit processes and contribute to maintaining a strong security posture across all operational systems
Process Optimization & Tooling ● Lead automation, monitoring, and observability initiatives to improve efficiency and response time ● Evaluate and implement operational tools (e.g., Datadog, Grafana, PagerDuty, Jira) to streamline workflows ● Build and maintain operational runbooks, playbooks, and documentation for key systems and processes ● Continuously assess operational bottlenecks and introduce data-driven process improvements Leadership & Strategy ● Build and mentor a high-performing operations team, fostering a culture of ownership, transparency, and continuous improvement ● Partner with executive leadership to align operational priorities with company objectives ● Manage vendor relationships, operational budgets, and service-level agreements(SLAs ● Provide clear visibility into operational health, risk areas, and customer impact metrics Qualifications: Experience ● 10 years in Operations, Service Delivery, or Platform Management within SaaS, payments, or gaming environments ● 5 years in senior leadership roles managing global or cross-functional teams ● Proven track record in improving operational efficiency, reliability, and customer satisfaction ● Experience collaborating with Security and Compliance teams during incident response and audit processes ● Strong understanding of cloud infrastructure (AWS, GCP, or Azure) and distributed systems Skills ● Deep knowledge of operational frameworks, monitoring, and incident management best practices ● Strong communication and leadership skills with the ability to align cross-functional teams ● Customer-centric approach with strong analytical and data-driven decision-making ● Proficiency with modern observability and workflow tools (e.g., Datadog, Grafana, Splunk, Jira, ServiceNow ● Ability to thrive in a fast-paced, growth-oriented environment
Education ● Bachelor's or Master's degree in Computer Science, Engineering, or a related field ● Relevant certifications (ITIL, PMP, or SRE) are a plus.
Languages
- English
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