Technical Operations Support & Hardware Fleet Operations Manager

Manager of Technical Operations Support (TOS) and Hardware Fleet Operations (HFO)

This role is based in Aliso Viejo, CA.

This role is responsible for leading two complementary functions: a globally distributed Technical Operations Support (TOS) team providing 24/5 operational coverage across regions and a U.S.

-based Hardware Fleet Operations (HFO) team focused on Linux-based hardware systems and deeper technical troubleshooting.

• TOS:
  Oversee ticketing operations across regions, ensuring SLA adherence and consistent support quality.
• TOS:
  Drive effective cross-regional handoffs, communication, and escalation management.
• TOS:
  Ensure SOPs are well-documented, consistently followed, and globally aligned.
• TOS:
  Monitor operational metrics and implement improvements to increase efficiency and reliability at scale.
• HFO:
  Lead a California-based team responsible for supporting Linux-based hardware systems across the global fleet.
• HFO:
  Oversee advanced troubleshooting efforts that go beyond documented workflows.
• HFO:
  Partner closely with engineering teams to investigate recurring issues and improve system stability.
• HFO:
  Ensure operational readiness and supportability of hardware platforms, including lifecycle considerations.
• Operationalization & Continuous Improvement:
  Drive the transition of operational responsibilities from engineering into TOS and HFO, ensuring scalability and long-term ownership.
• Operationalization:
  Establish and maintain high-quality runbooks, SOPs, and troubleshooting documentation across both teams.
• Operationalization:
  Identify and implement opportunities for automation, including lightweight scripting to reduce manual effort.
• Operationalization:
  Enable TOS to handle repeatable tasks by improving documentation, tooling, and knowledge transfer from HFO.
• Cross-Functional Collaboration:
  
  Act as key liaison between support, engineering, infrastructure, and other internal teams.
• Cross-Functional Collaboration:
  
  Serve as an escalation point for complex or high-impact operational issues.

• 5+ years of experience in Technical Operations, IT Support, or Infrastructure Operations, with at least 2+ years in a leadership role.
• Experience managing distributed or global teams, including handling time zone coordination and operational handoffs.
• Strong understanding of SLA-driven support environments and ticketing systems.
• Hands‑on experience with Linux systems and troubleshooting in production environments.
• Experience supporting or managing hardware infrastructure or fleet operations.
• Proven ability to lead in a fast‑paced, high‑availability environment.
• Strong communication skills across technical and non-technical audiences.
• Mindset rooted in Extreme Ownership, focusing on accountability and results.

• Experience managing follow‑the-sun or 24/5 operations models.
• Familiarity with Jira, Confluence, Service Now, or similar platforms.
• Experience with scripting or automation (e.g., Bash, Python).
• Background in cloud, streaming, or large‑scale distributed systems.

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.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

Play Station is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.