Technical Operations Support Analyst

Why Sony Interactive Entertainment?

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 Play Station 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 Play Station brand, a name synonymous with entertainment excellence and creativity.

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Aliso Viejo, CA

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  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.

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.

• Create, update, and maintain SOPs, knowledge base articles, and operational documentation.
• Ensure documentation follows team standards and remains accurate and up to date.
• Contribute to process standardization efforts that improve consistency across operational activities.

• Identify recurring issues, repetitive tasks, and operational inefficiencies.
• Provide feedback and recommendations for automation opportunities.
• Partner with technical teams to improve workflows, tooling, and operational processes.
• Contribute ideas that help reduce manual effort and improve team productivity.

• 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.

• 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.

• Strong written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to collaborate effectively within a team environment.
• Demonstrated commitment to learning and professional growth.

• Strong sense of ownership and accountability for assigned work.
• Ability to manage multiple priorities in a structured environment.
• Willingne…