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<div class="content-intro"><p><strong>Why Sony Interactive Entertainment?</strong></p> <p>Sony Interactive Entertainment isn’t just the Best Place to Play — it’s also the Best Place to Work. Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, we’re part of a proud legacy of innovation and excellence. SIE is a dynamic technology company, delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader, home to some of the most beloved and recognizable intellectual properties (IP) in the world. Our role at SIE is to create and nurture the experiences under the PlayStation brand, a name synonymous with entertainment excellence and creativity.</p></div><h1><span style="color: #000000;"><strong>Technical Operations Support (TOS) Analyst</strong></span></h1> <p><span style="color: #000000;"><strong>HYBRID: Aliso Viejo, CA</strong></span></p> <p> </p> <p><span style="color: #000000;">As part of Sony Interactive Entertainment, GDFT is helping lead the cloud gaming revolution, delivering console-quality gaming experiences across televisions, consoles, mobile devices, and beyond.</span></p> <p><span style="color: #000000;">The Technical Operations Support (TOS) team is a critical component of the operational foundation that enables GDFT to support a global cloud gaming platform at scale. The team provides frontline operational support for infrastructure, services, and internal processes that help ensure reliable delivery of world-class streaming experiences to players around the world.</span></p> <p><span style="color: #000000;">As a Technical Operations Support Analyst, you will serve as a key operational partner responsible for handling support requests, maintaining operational processes, documenting procedures, and helping improve the efficiency of day-to-day operations. You will work closely with technical operations, engineering, and global support teams while developing foundational skills in cloud and datacenter infrastructure, operational support, troubleshooting, and process improvement.</span></p> <p> </p> <h3><span style="color: #000000;"><strong>Key Responsibilities:</strong></span></h3> <h3><span style="color: #000000;"><strong>Operational Support</strong></span></h3> <ul> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Acknowledge, triage, and resolve support requests by following established Standard Operating Procedures (SOPs).</span></h3> </li> <li style="color: rgb(0, 0, 0) !important;"> <h3><span style="color: #000000;">Perform routine operational tasks and maintenance activities while meeting service level agreement (SLA) commitments.</span></h3> </li> <li style="color: rgb(0, 0, 0) !important;"> <h3><span style="color: #000000;">Escalate issues appropriately when incidents or requests fall outside established support procedures.</span></h3> </li> <li style="color: rgb(0, 0, 0) !important;"> <h3><span style="color: #000000;">Support day-to-day operational activities required to maintain platform stability and service availability.</span></h3> </li> <li style="color: rgb(0, 0, 0) !important;"> <h3><span style="color: #000000;">Monitor operational queues and ensure timely resolution of assigned work.</span></h3> </li> </ul> <h3> </h3> <h3><span style="color: #000000;"><strong>Documentation & Process Management</strong></span></h3> <ul> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Create, update, and maintain SOPs, knowledge base articles, and operational documentation.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Ensure documentation follows team standards and remains accurate and up to date.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Contribute to process standardization efforts that improve consistency across operational activities.</span></h3> </li> </ul> <h3> </h3> <h3><span style="color: #000000;"><strong>Continuous Improvement</strong></span></h3> <ul> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Identify recurring issues, repetitive tasks, and operational inefficiencies.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Provide feedback and recommendations for automation opportunities.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Partner with technical teams to improve workflows, tooling, and operational processes.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Contribute ideas that help reduce manual effort and improve team productivity.</span></h3> </li> </ul> <h3> </h3> <h3><span style="color: #000000;"><strong>Collaboration</strong></span></h3> <ul> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Work closely with team leads, engineers, and global operational teams to support business objectives.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Participate in operational reviews, process improvement initiatives, and cross-functional projects.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Communicate clearly regarding ticket status, operational risks, and support activities.</span></h3> </li> </ul> <h3> </h3> <h3><span style="color: #000000;"><strong>Required Technical Experience (MUST)</strong></span></h3> <ul> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">1–3 years of experience in Information Technology, Technical Support, Operations Support, or a related field.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Foundational understanding of computer systems, operating systems, networking concepts, and troubleshooting methodologies.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Experience working with ticketing systems, service request management, or operational support processes.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Ability to follow documented procedures while maintaining attention to detail and accuracy.</span></h3> </li> </ul> <h3> </h3> <h3><span style="color: #000000;"><strong>Communication & Collaboration (MUST)</strong></span></h3> <ul> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Strong written and verbal communication skills.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Strong organizational skills and attention to detail.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Ability to collaborate effectively within a team environment.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Demonstrated commitment to learning and professional growth.</span></h3> </li> </ul> <h3> </h3> <h3><span style="color: #000000;"><strong>Work Style (MUST)</strong></span></h3> <ul> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Strong sense of ownership and accountability for assigned work.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Ability to manage multiple priorities in a structured environment.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Willingness to work flexible schedules, including evenings, weekends, and holidays, as business needs require.</span></h3> </li> </ul> <h3> </h3> <h3><span style="color: #000000;"><strong>Preferred Qualifications (WANT)</strong></span></h3> <ul> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Experience with Linux operating systems and command-line tools.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Experience troubleshooting hardware, software, or infrastructure-related issues.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Familiarity with Jira, Confluence, ServiceNow, or similar ticketing and documentation platforms.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Exposure to cloud computing platforms such as AWS or Google Cloud.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Experience supporting operational environments that require adherence to SLAs.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Basic scripting experience using PowerShell, Bash, Python, or similar technologies.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Coursework, certifications, or training in Information Technology, Computer Science, Networking, or related disciplines.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Familiarity with monitoring, alerting, or observability tools.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Experience participating in process improvement or operational efficiency initiatives.</span></h3> </li> </ul> <h3> </h3> <h3><span style="color: #000000;"><strong>Candidate Profile - we </strong></span><span style="color: #000000;">are looking for someone who:</span></h3> <ul> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Takes ownership of problems and follows through to resolution.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Demonstrates curiosity and a desire to continuously learn new technologies and operational practices.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Approaches work with discipline, consistency, and attention to detail.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Communicates clearly and professionally with teammates and stakeholders.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Enjoys identifying opportunities to improve processes and reduce repetitive work.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Works effectively in a fast-paced operational environment.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Maintains a positive, team-oriented attitude while handling competing priorities.</span></h3> </li> </ul> <h3> </h3> <h3><span style="color: #000000;"><strong>Success in This Role</strong></span></h3> <ul> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Consistently meet operational support and SLA expectations.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Maintain accurate and high-quality operational documentation.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Develop strong troubleshooting and operational support skills.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Identify opportunities to improve operational efficiency.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Build foundational knowledge of infrastructure, cloud operations, and large-scale service environments.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Become trusted operational partners to engineering and support teams.</span></h3> </li> </ul> <h3> </h3> <h3><span style="color: #000000;"><strong>Why Join Us</strong></span></h3> <h3><span style="color: #000000;">This role provides a unique opportunity to gain hands-on experience supporting a global cloud gaming platform while developing technical and operational skills that can serve as a foundation for future growth in Technical Operations, Cloud Operations, Infrastructure Engineering, or Site Reliability Engineering.</span></h3> <h3> </h3> <h3><span style="color: #000000;">You will work alongside experienced professionals, contribute to critical operational processes, and help support the technology that powers gaming experiences for players around the world.</span></h3> <h3> </h3><div class="content-conclusion"><p class="p1">Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks.</p> <p class="p1">Please refer to our <a href="https://www.playstation.com/legal/careers-privacy-notice/" target="_blank">Candidate Privacy Notice</a> for more information about what personal information we collect, how we use it, who we share it with, and your data protection rights.</p> <p><strong>Equal Opportunity Statement:</strong></p> <p><em>Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.</em></p> <p><em>We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. </em></p> <p><em>Sony Interactive Entertainment is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.</em></p> <p> </p></div>