Operations Engineer, Kuala Lumpur
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Job Location:
Kuala Lumpur - Malaysia
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
ABOUT YOU
We are looking for an Operations Engineer who is technically curious detail-oriented a strong communicator and proactive 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 monitor and investigate production issues across a global platform help improve how we detect and respond to incidents analyze trends and patterns in production data and contribute to better communication with partners and stakeholders during incidents.
Strong troubleshooting skills observability platform experience and scripting ability are essential along with experience in SRE DevOps production operations 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 when writing incident updates shift handoffs and status page communications will be key to your success in this role.
If youre passionate about keeping critical systems running and continuously improving operational processes and love being the first to spot issues and the one who drives them to resolution for game developers and players worldwide we would love to hear from you!
Operations Engineer 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 1500 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.
For more information visit .
Responsibilities:
Serve as the primary dashboard monitor during your shift continuously watch the GTO Operational Dashboard in Datadog detect anomalies by correlating signals across APM logs metrics synthetic tests and Real User Monitoring and determine whether alerts warrant an incident ticket or can be resolved through immediate investigation.
Triage and investigate production incidents create incident tickets in JIRA Service Management perform initial technical investigation using Datadog (traces logs infrastructure and application metrics) determine blast radius and likely root cause domain and route to the correct team (Product SRE Infrastructure SRE or Engineering) using the smart routing model.
Own lower-severity incidents end-to-end from detection through resolution diagnose execute runbook procedures and resolve without escalation where possible. Escalate promptly when an incident is unresolved within defined thresholds or requires a code-level fix.
Support the TSO Lead during major incidents as the technical right hand in the war room surface real-time data (error rates impact scope deployment history related alerts) maintain the incident ticket with live timeline entries and linked evidence and execute mitigation actions as directed.
Draft incident communications under TSO Lead direction including internal Slack updates stakeholder notifications and customer-facing status page updates (). Support clear timely communication throughout the incident lifecycle.
During non-incident periods analyze incident trends recurring issues and production bugs compile data from Datadog JIRA and Slack identify patterns and contribute findings to regular reports for product and engineering teams.
Publish health reports of critical apps periodically.
Compile incident timelines and draft initial PIR documents for Post-Incident Review preparation. Track PIR action items post-session and flag overdue items to the TSO Lead.
Build and maintain operational automation (alert enrichment scripts incident templates Slack workflows dashboard widgets) and contribute to runbook development documenting new resolution procedures so they can be repeated by any Operations Engineer on any shift.
Conduct structured shift handoffs covering active incidents at-risk services upcoming deployments and follow-up items. Participate in knowledge transfer sessions with SREs to continuously expand independent resolution capability.
Cover for the TSO Lead during vacations absences or emergencies including severity classification escalation decisions stakeholder communications and basic Incident Commander functions.
Qualifications:
4 years of experience in SRE DevOps production operations NOC or technical operations in a high-availability environment. Experience with platforms that handle payments e-commerce SaaS or gaming workloads is preferred.
Strong troubleshooting and investigation skills ability to take an alert or user-reported symptom and methodically trace it through the stack: application logs APM traces infrastructure metrics database queries and network paths.
Hands-on experience with Datadog (or equivalent observability platform: Grafana Splunk New Relic Elastic) navigating APM building log queries reading infrastructure dashboards interpreting SLO burn rates and configuring monitors and alerts.
Proficiency in at least one scripting language: Python Go or Bash. You will write automation scripts build operational tooling and work with APIs.
Clear written and verbal communication skills in English ability to write incident tickets investigation notes Slack updates shift handoff reports status page communications and PIR drafts that are clear concise and useful to both technical and non-technical audiences.
Working knowledge of Kubernetes and cloud infrastructure (GCP preferred AWS/Azure acceptable) understanding of pods deployments services ingress node health and how to investigate Kubernetes-related production issues.
Understanding of SLOs error budgets and burn-rate alerting knowing what a multi-window burn-rate alert means how error budgets deplete and how SLO breaches translate into incident severity.
Experience with incident management tooling: JIRA or JIRA Service Management PagerDuty or OpsGenie Slack and Confluence.
Experience with or strong interest in AI/ML-assisted operations: anomaly detection alert correlation predictive monitoring or automated remediation.
Comfort with 24x7 shift-based operations as part of a follow-the-sun model with handoff overlaps. Weekend on-call (rotating) is required.
Nice to have:
Experience in the gaming payments or fintech industry particularly environments where transaction processing checkout flows or player-facing services must meet strict uptime requirements.
Familiarity with Datadog Service Catalog synthetic monitoring and RUM (Real User Monitoring).
Experience with distributed systems debugging: tracing failures across microservices understanding cascading failures and reading distributed traces end-to-end.
Exposure to database operations (MySQL PostgreSQL Redis Kafka) at a level sufficient to investigate connection pool exhaustion replication lag slow queries or queue backlogs during incidents.
Familiarity with CI/CD pipelines and deployment tooling (GitLab CI ArgoCD Helm) enough to correlate recent deployments with production issues and identify rollback targets.
JIRA Service Management administration experience: workflows automation rules SLA timers and queues.
ITIL Foundation certification is a plus but not required practical experience matters more.
BENEFITS
Convenient work tools
Latest Mac workplaces additional hardware to make you more effective at work
Google Chat Gmail Google Drive Confluence Jira GitLab
Professional growth
Free trainings and participation in specialized conferences
Rich knowledge exchange within the company
More perks
Health insurance (Medical dental and optical)- Employee and dependants
Flexible hours: organize your day according to your needs and sprint & teamwork demands
No dress code
Comfortable and new office environment
The duties of this position may change from time to time so the individual and organization can achieve their results. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive. By submitting your application you consent to Xsolla conducting background checks where permitted by law after the final interview stage. All checks will comply with local regulations and your information will be handled confidentially. Xsolla KL Sdn Bhd takes your privacy very seriously and will not sell or externally distribute any data received during the hiring process. Pursuant to the Personal Data Protection Act 2010 (PDPA) Xsolla KL Sdn Bhd is mindful and committed to the protection of your personal information and your privacy. Please direct any inquiries regarding your data privacy to emailprotected.
For more vacancies: Careers Xsolla
Required Experience:
IC
Key Skills
About Company
Find out how you can launch, monetize and scale your video games worldwide, with no upfront costs, using Xsolla's comprehensive suite of tools and services.
