Sony
Technical Operations Support Tech Lead
United States, Aliso Viejo, CA
Sponsorship not specifiedDetected 14 hours ago
PythonBashPowerShellAWSLinuxJiraConfluenceProcess ImprovementCustomer SupportLeadershipCommunicationCollaborationMentoringOrganizational Skills
About the role
- 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.
- 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 (IP) in the world.
Responsibilities
- Operational Support & Leadership
- Serve as a Technical Operations Support subject matter expert (SME) and primary point of contact for operational processes, tooling, and procedures.
- Acknowledge, triage, and resolve support requests by following established Standard Operating Procedures (SOPs).
- Perform advanced operational tasks and maintenance activities while meeting service level agreement (SLA) commitments.
- Escalate issues appropriately when incidents or requests fall outside established support procedures.
- Maintain awareness of team workload distribution and operational performance to proactively address support challenges.
- Create, update, and maintain SOPs, knowledge base articles, and operational documentation.
- Drive process standardization efforts that improve operational effectiveness across teams and regions.
- Identify gaps in existing procedures and implement improvements that enhance service quality and operational maturity.
- Lead initiatives focused on automation opportunities and operational workflow improvements.
Nice to have
- Support day-to-day operational activities required to maintain platform stability and service availability.
- Monitor operational queues and ensure timely resolution of assigned work.
- Generate workload forecasts and assist in organizing ticket priorities across the team to ensure effective resource utilization and SLA compliance.
- Ensure documentation follows team standards and remains accurate and up to date.
- Identify recurring issues, repetitive tasks, and operational inefficiencies.
- Contribute ideas that help reduce manual effort and improve team productivity.
- Share knowledge and best practices to improve overall team capability and operational effectiveness.
- Foster a culture of accountability, continuous improvement, and operational excellence.
Benefits
- Continuously enhance technical capabilities through structured self-development, training, and hands-on learning.
- Identify learning and development opportunities within the team and help drive knowledge-building initiatives.
This listing is sourced directly from Sony's careers page and normalized into a canonical job model.