Technical Operations Support Analyst

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., * Acknowledge, triage, and resolve support requests by following established Standard Operating Procedures (SOPs).

• Perform routine operational tasks and maintenance activities while meeting service level agreement (SLA) commitments.
• Escalate issues appropriately when incidents or requests fall outside established support procedures.
• Support day-to-day operational activities required to maintain platform stability and service availability.
• Monitor operational queues and ensure timely resolution of assigned work., * Work closely with team leads, engineers, and global operational teams to support business objectives.
• Participate in operational reviews, process improvement initiatives, and cross-functional projects.
• Communicate clearly regarding ticket status, operational risks, and support activities., * Familiarity with Jira, Confluence, ServiceNow, or similar ticketing and documentation platforms.
• Exposure to cloud computing platforms such as AWS or Google Cloud.
• Experience supporting operational environments that require adherence to SLAs.
• Basic scripting experience using PowerShell, Bash, Python, or similar technologies., * Demonstrates curiosity and a desire to continuously learn new technologies and operational practices.
• Approaches work with discipline, consistency, and attention to detail.
• Communicates clearly and professionally with teammates and stakeholders.
• Enjoys identifying opportunities to improve processes and reduce repetitive work.
• Works effectively in a fast-paced operational environment.
• Maintains a positive, team-oriented attitude while handling competing priorities., 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.

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.

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.

• 1-3 years of experience in Information Technology, Technical Support, Operations Support, or a related field.
• Foundational understanding of computer systems, operating systems, networking concepts, and troubleshooting methodologies.
• Experience working with ticketing systems, service request management, or operational support processes.
• Ability to follow documented procedures while maintaining attention to detail and accuracy., * Ability to manage multiple priorities in a structured environment.
• Willingness to work flexible schedules, including evenings, weekends, and holidays, as business needs require., * Coursework, certifications, or training in Information Technology, Computer Science, Networking, or related disciplines.
• Familiarity with monitoring, alerting, or observability tools.
• Experience participating in process improvement or operational efficiency initiatives.

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., 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. 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.