Technical Operations Support Analyst

About Sony Interactive Entertainment

Sony Interactive Entertainment (SIE), the creator behind the PlayStation brand, is a technology leader delivering advanced hardware and network services to over 100 million users worldwide. As a subsidiary of Sony Group Corporation, SIE fosters innovation and creative entertainment experiences that have become synonymous with quality globally.

Role Overview

The Technical Operations Support (TOS) Analyst will be a vital member of the operational backbone supporting a global cloud gaming platform at scale within SIE’s GDFT team. This hybrid role located in Aliso Viejo, CA requires managing operational support requests, maintaining procedures, and enhancing process efficiency to ensure seamless delivery of high-quality streaming services. You will collaborate closely with technical operations, engineering, and global support teams while building expertise in cloud infrastructure and operational support.

Key Responsibilities

• Promptly acknowledge, triage, and resolve support tickets adhering to defined Standard Operating Procedures (SOPs).
• Conduct routine operational tasks and system maintenance while achieving service level agreement (SLA) targets.
• Properly escalate incidents or requests that fall outside standard support scopes.
• Support daily operations aimed at platform stability and maximizing service availability.
• Monitor support queues to ensure timely resolution of assigned cases.
• Create and update SOPs, knowledge base content, and operational documentation maintaining accuracy and compliance with team standards.
• Drive process standardization initiatives to boost consistency in operational activities.
• Analyze recurring issues and identify automation possibilities to streamline workflows.
• Collaborate with technical teams to improve tools and operational processes enhancing productivity.
• Participate in cross-functional projects, operational reviews, and effectively communicate ticket statuses and risks.

Required Skills and Experience

• 1 to 3 years of professional experience in IT, technical support, or similar operations environments.
• Fundamental knowledge of computer systems, operating systems, networking basics, and troubleshooting techniques.
• Experience using ticketing systems and managing service requests per established operational workflows.
• High attention to detail with the ability to follow documented procedures accurately.
• Strong verbal and written communication skills coupled with excellent organizational capability.
• Collaborative team player committed to ongoing learning and professional development.
• Demonstrates ownership, accountability, and the ability to juggle multiple priorities effectively.
• Flexibility to work varied schedules, including evenings, weekends, and holidays where required.

Preferred Qualifications

• Familiarity working with Linux OS and command-line tools.
• Experience diagnosing hardware, software, or infrastructure issues.
• Knowledge of Jira, Confluence, ServiceNow, or similar support and documentation platforms.
• Exposure to cloud platforms such as AWS or Google Cloud.
• Experience working in operational environments that require SLA compliance.
• Basic scripting skills in PowerShell, Bash, Python, or similar languages.
• Relevant educational coursework or certifications in IT, Computer Science, or Networking.
• Knowledge of monitoring, alerting, and observability systems.
• Participation in process improvement and operational efficiency projects.

Candidate Profile

• Demonstrates problem ownership and ensures complete resolution.
• Shows curiosity and proactive learning about new technologies and operations methods.
• Works consistently with discipline and thoroughness.
• Communicates professionally with stakeholders at all levels.
• Enjoys streamlining processes and reducing repetitive manual tasks.
• Thrives in fast-paced operational settings while maintaining a positive team approach.

Success Indicators

• Consistently meets operational support and SLA requirements.
• Keeps operational documentation precise and current.
• Develops strong troubleshooting skills and operational support capabilities.
• Identifies and implements operational efficiency enhancements.
• Builds a foundational understanding of cloud infrastructure and large-scale service environments.
• Establishes trusted partnerships with engineering and support units.

Why Join Sony Interactive Entertainment

This position offers a rare opportunity to gain hands-on experience in supporting a cutting-edge global cloud gaming platform, advancing technical and operational skills advantageous for career growth in Technical Operations, Cloud Operations, Infrastructure Engineering, or Site Reliability Engineering. You will work alongside seasoned professionals contributing to essential operational functions that power gaming experiences worldwide.

Additional Information

Sony Interactive Entertainment conducts background checks during hiring, possibly including criminal records. Personal data collection and processing follow strict privacy policies. Sony is an Equal Opportunity Employer committed to creating an inclusive environment welcoming candidates from diverse backgrounds and experiences, including those with arrest or conviction records.