Technical Operations Support Analyst

<div class="content-intro"><p><strong>Why Sony Interactive Entertainment?</strong></p> <p>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.</p></div><h1><span style="color: #000000;"><strong>Technical Operations Support (TOS) Analyst</strong></span></h1> <p><span style="color: #000000;"><strong>HYBRID: Aliso Viejo, CA</strong></span></p> <p>Contract, 12 months</p> <p><span style="color: #000000;">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.</span></p> <p><span style="color: #000000;">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.</span></p> <p><span style="color: #000000;">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.</span></p> <p> </p> <h3><span style="color: #000000;"><strong>Key Responsibilities:</strong></span></h3> <h3><span style="color: #000000;"><strong>Operational Support</strong></span></h3> <ul> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Acknowledge, triage, and resolve support requests by following established Standard Operating Procedures (SOPs).</span></h3> </li> <li style="color: rgb(0, 0, 0) !important;"> <h3><span style="color: #000000;">Perform routine operational tasks and maintenance activities while meeting service level agreement (SLA) commitments.</span></h3> </li> <li style="color: rgb(0, 0, 0) !important;"> <h3><span style="color: #000000;">Escalate issues appropriately when incidents or requests fall outside established support procedures.</span></h3> </li> <li style="color: rgb(0, 0, 0) !important;"> <h3><span style="color: #000000;">Support day-to-day operational activities required to maintain platform stability and service availability.</span></h3> </li> <li style="color: rgb(0, 0, 0) !important;"> <h3><span style="color: #000000;">Monitor operational queues and ensure timely resolution of assigned work.</span></h3> </li> </ul> <h3> </h3> <h3><span style="color: #000000;"><strong>Documentation & Process Management</strong></span></h3> <ul> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Create, update, and maintain SOPs, knowledge base articles, and operational documentation.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Ensure documentation follows team standards and remains accurate and up to date.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Contribute to process standardization efforts that improve consistency across operational activities.</span></h3> </li> </ul> <h3> </h3> <h3><span style="color: #000000;"><strong>Continuous Improvement</strong></span></h3> <ul> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Identify recurring issues, repetitive tasks, and operational inefficiencies.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Provide feedback and recommendations for automation opportunities.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Partner with technical teams to improve workflows, tooling, and operational processes.</span></h3> </li> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Contribute ideas that help reduce manual effort and improve team productivity.</span></h3> </li> </ul> <h3> </h3> <h3><span style="color: #000000;"><strong>Collaboration</strong></span></h3> <ul> <li style="color: #000000 !important;"> <h3><span style="color: #000000;">Work closely with team leads, engineers, and global operational teams to