Technical Operations Support Tech Lead

About this role

<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 Lead</strong></span></h1> <p>&nbsp;</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>&nbsp;</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>&nbsp;</p> <p><span style="color: #000000;">As a Technical Operations Support Analyst Lead, you will serve as a senior operational leader and subject matter expert responsible for supporting operational processes, driving continuous improvement initiatives, mentoring analysts, and helping ensure the successful execution of regional and global operational objectives.&nbsp; In addition to providing advanced operational support, you will lead process improvement efforts, coordinate team priorities, report operational metrics, and partner closely with Technical Operations, Engineering, and leadership teams to improve operational efficiency and platform reliability.</span></p> <p>&nbsp;</p> <p><span style="color: #000000;">This role is based in Aliso Viejo, California.</span></p> <p>&nbsp;</p> <h3><span style="color: #000000;"><strong>Key Responsibilities</strong></span></h3> <p>&nbsp;</p> <h3><span style="color: #000000;"><strong>Operational Support &amp; Leadership</strong></span></h3> <ul> <li style="color: #000000 !important;"><span style="color: #000000;">Serve as a Technical Operations Support subject matter expert (SME) and primary point of contact for operational processes, tooling, and procedures.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Acknowledge, triage, and resolve support requests by following established Standard Operating Procedures (SOPs).</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Perform advanced operational tasks and maintenance activities while meeting service level agreement (SLA) commitments.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Escalate issues appropriately when incidents or requests fall outside established support procedures.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Support day-to-day operational activities required to maintain platform stability and service availability.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Monitor operational queues and ensure timely resolution of assigned work.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Generate workload forecasts and assist in organizing ticket priorities across the team to ensure effective resource utilization and SLA compliance.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Maintain awareness of team workload distribution and operational performance to proactively address support challenges.</span></li> </ul> <p>&nbsp;</p> <h2><span style="color: #000000;"><strong>Documentation &amp; Process Management</strong></span></h2> <ul> <li style="color: #000000 !important;"><span style="color: #000000;">Create, update, and maintain SOPs, knowledge base articles, and operational documentation.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Ensure documentation follows team standards and remains accurate and up to date.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Drive process standardization efforts that improve operational effectiveness across teams and regions.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Identify gaps in existing procedures and implement improvements that enhance service quality and operational maturity.</span></li> </ul> <p>&nbsp;</p> <h2><span style="color: #000000;"><strong>Continuous Improvement &amp; Technical Development</strong></span></h2> <ul> <li style="color: #000000 !important;"><span style="color: #000000;">Identify recurring issues, repetitive tasks, and operational inefficiencies.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Lead initiatives focused on automation opportunities and operational workflow improvements.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Partner with technical teams to improve workflows, tooling, and operational processes.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Develop advanced troubleshooting knowledge and technical expertise across infrastructure, cloud services, and operational systems.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Continuously enhance technical capabilities through structured self-developm