Sony Interactive Entertainment

2 days ago

Technical Operations Support Tech Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead the Technical Operations Support (TOS) team’s frontline operational support for a global cloud gaming platform. Serve as a subject matter expert for operational processes, tooling, and SOPs—triaging and resolving support requests, meeting SLA commitments, monitoring queues, and coordinating ticket priorities. Own documentation and process management through SOPs, knowledge bases, and continuous improvement initiatives, while mentoring Tier 1 and Tier 2 analysts and partnering with Technical Operations, Engineering, and leadership to improve reliability and efficiency.

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Manager level

Key Responsibilities

•Serve as a technical operations support subject matter expert and primary point of contact for operational processes, tooling, and procedures.
•Acknowledge, triage, and resolve support requests using SOPs while meeting SLA commitments and escalating appropriately.
•Support day-to-day operational activities to maintain platform stability and service availability, including monitoring operational queues.
•Create and maintain SOPs, knowledge base articles, and operational documentation; drive process standardization and procedure improvements.
•Identify recurring issues and lead automation/workflow improvement initiatives; develop troubleshooting expertise and mentor Tier 1 and Tier 2 analysts.

Key Requirements

•5+ years of experience in Information Technology, Technical Support, Operations Support, or a related field.
•Strong understanding of computer systems, operating systems, networking concepts, and troubleshooting methodologies.
•Experience with ticketing systems/service request management and operational support processes.
•Demonstrated experience leading operational initiatives, process improvement efforts, or cross-functional projects.
•Experience analyzing operational metrics and reporting results to leadership teams.

Experience:5+ years

Skills:CommunicationOrganizational skillsMentorshipContinuous improvementOwnership

Tech Stack:LinuxCommand-line toolsJiraConfluenceServiceNowAWSGoogle CloudPowerShellBashPython

Company Brief

Sony Interactive Entertainment

Develops and publishes PlayStation hardware, software, and digital services, operating the PlayStation platform and ecosystem for gaming, entertainment, and network services worldwide.

Industry: Gaming

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Headquarters: San Mateo, United States

Founded: 1993

Website LinkedIn

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Sony Interactive Entertainment

2 days ago

Technical Operations Support Tech Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Manager level

Key Responsibilities

•Serve as a technical operations support subject matter expert and primary point of contact for operational processes, tooling, and procedures.
•Acknowledge, triage, and resolve support requests using SOPs while meeting SLA commitments and escalating appropriately.
•Support day-to-day operational activities to maintain platform stability and service availability, including monitoring operational queues.
•Create and maintain SOPs, knowledge base articles, and operational documentation; drive process standardization and procedure improvements.
•Identify recurring issues and lead automation/workflow improvement initiatives; develop troubleshooting expertise and mentor Tier 1 and Tier 2 analysts.

Key Requirements

•5+ years of experience in Information Technology, Technical Support, Operations Support, or a related field.
•Strong understanding of computer systems, operating systems, networking concepts, and troubleshooting methodologies.
•Experience with ticketing systems/service request management and operational support processes.
•Demonstrated experience leading operational initiatives, process improvement efforts, or cross-functional projects.
•Experience analyzing operational metrics and reporting results to leadership teams.

Experience:5+ years

Skills:CommunicationOrganizational skillsMentorshipContinuous improvementOwnership

Tech Stack:LinuxCommand-line toolsJiraConfluenceServiceNowAWSGoogle CloudPowerShellBashPython

Company Brief

Sony Interactive Entertainment

Develops and publishes PlayStation hardware, software, and digital services, operating the PlayStation platform and ecosystem for gaming, entertainment, and network services worldwide.

Industry: Gaming

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Headquarters: San Mateo, United States

Founded: 1993

Website LinkedIn