Technical Operations Support Analyst

PlayStation Global • Aliso Viejo, CA

1d • Hybrid

About The Position

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 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. 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.

Requirements

• 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.
• Willingness to work flexible schedules, including evenings, weekends, and holidays, as business needs require.

Nice To Haves

• Experience with Linux operating systems and command-line tools.
• Experience troubleshooting hardware, software, or infrastructure-related issues.
• Familiarity with Jira, Confluence, ServiceNow, or similar ticketing and documentation platforms.
• Exposure to cloud computing platforms such as AWS or Google Cloud.
• Experience supporting operational environments that require adherence to SLAs.
• Basic scripting experience using PowerShell, Bash, Python, or similar technologies.
• Coursework, certifications, or training in Information Technology, Computer Science, Networking, or related disciplines.
• Familiarity with monitoring, alerting, or observability tools.
• Experience participating in process improvement or operational efficiency initiatives.

Responsibilities

• 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.

Benefits

• This role provides a unique opportunity to gain hands-on experience supporting a global cloud gaming platform while developing technical and operational skills that can serve as a foundation for future growth in Technical Operations, Cloud Operations, Infrastructure Engineering, or Site Reliability Engineering.
• You will work alongside experienced professionals, contribute to critical operational processes, and help support the technology that powers gaming experiences for players around the world.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed