{"id":73763,"url":"https://alion.io/job/sony-interactive-entertainment-technical-operations-support-analyst","title":"Technical Operations Support Analyst","company":{"id":51674,"name":"Sony Interactive Entertainment","domain":"sonyinteractive.com","url":"https://alion.io/company/sony-interactive-entertainment","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":86,"open_postings":35,"ghost_share":0,"stale_share":0.543,"repost_share":0,"time_to_fill_p50_days":52,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Aliso Viejo, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":67000,"max_usd":128000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":608},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":true},{"name":"Bash","optional":true},{"name":"Confluence","optional":true},{"name":"GCP","optional":true},{"name":"Jira","optional":true},{"name":"Linux","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-07-20T23:19:56Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-11-06T06:26:00Z","board_verified":true,"closed_at":null,"days_open":108,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":108},"description":"Why Sony Interactive Entertainment?\nSony 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.\nTechnical Operations Support (TOS) Analyst\nHYBRID: Aliso Viejo, CA\nContract, 12 months\nAs 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.\nThe 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.\nAs 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.\nKey Responsibilities:\nOperational Support\nAcknowledge, triage, and resolve support requests by following established Standard Operating Procedures (SOPs).\n\nPerform routine operational tasks and maintenance activities while meeting service level agreement (SLA) commitments.\n\nEscalate issues appropriately when incidents or requests fall outside established support procedures.\n\nSupport day-to-day operational activities required to maintain platform stability and service availability.\n\nMonitor operational queues and ensure timely resolution of assigned work.\n\nDocumentation & Process Management\nCreate, update, and maintain SOPs, knowledge base articles, and operational documentation.\n\nEnsure documentation follows team standards and remains accurate and up to date.\n\nContribute to process standardization efforts that improve consistency across operational activities.\n\nContinuous Improvement\nIdentify recurring issues, repetitive tasks, and operational inefficiencies.\n\nProvide feedback and recommendations for automation opportunities.\n\nPartner with technical teams to improve workflows, tooling, and operational processes.\n\nContribute ideas that help reduce manual effort and improve team productivity.\n\nCollaboration\nWork closely with team leads, engineers, and global operational teams to support business objectives.\n\nParticipate in operational reviews, process improvement initiatives, and cross-functional projects.\n\nCommunicate clearly regarding ticket status, operational risks, and support activities.\n\nRequired Technical Experience (MUST)\n1-3 years of experience in Information Technology, Technical Support, Operations Support, or a related field.\n\nFoundational understanding of computer systems, operating systems, networking concepts, and troubleshooting methodologies.\n\nExperience working with ticketing systems, service request management, or operational support processes.\n\nAbility to follow documented procedures while maintaining attention to detail and accuracy.\n\nCommunication & Collaboration (MUST)\nStrong written and verbal communication skills.\n\nStrong organizational skills and attention to detail.\n\nAbility to collaborate effectively within a team environment.\n\nDemonstrated commitment to learning and professional growth.\n\nWork Style (MUST)\nStrong sense of ownership and accountability for assigned work.\n\nAbility to manage multiple priorities in a structured environment.\n\nWillingness to work flexible schedules, including evenings, weekends, and holidays, as business needs require.\n\nPreferred Qualifications (WANT)\nExperience with Linux operating systems and command-line tools.\n\nExperience troubleshooting hardware, software, or infrastructure-related issues.\n\nFamiliarity with Jira, Confluence, ServiceNow, or similar ticketing and documentation platforms.\n\nExposure to cloud computing platforms such as AWS or Google Cloud.\n\nExperience supporting operational environments that require adherence to SLAs.\n\nBasic scripting experience using PowerShell, Bash, Python, or similar technologies.\n\nCoursework, certifications, or training in Information Technology, Computer Science, Networking, or related disciplines.\n\nFamiliarity with monitoring, alerting, or observability tools.\n\nExperience participating in process improvement or operational efficiency initiatives.\n\nCandidate Profile - we are looking for someone who:\nTakes ownership of problems and follows through to resolution.\n\nDemonstrates curiosity and a desire to continuously learn new technologies and operational practices.\n\nApproaches work with discipline, consistency, and attention to detail.\n\nCommunicates clearly and professionally with teammates and stakeholders.\n\nEnjoys identifying opportunities to improve processes and reduce repetitive work.\n\nWorks effectively in a fast-paced operational environment.\n\nMaintains a positive, team-oriented attitude while handling competing priorities.\n\nSuccess in This Role\nConsistently meet operational support and SLA expectations.\n\nMaintain accurate and high-quality operational documentation.\n\nDevelop strong troubleshooting and operational support skills.\n\nIdentify opportunities to improve operational efficiency.\n\nBuild foundational knowledge of infrastructure, cloud operations, and large-scale service environments.\n\nBecome trusted operational partners to engineering and support teams.\n\nWhy Join Us\nThis 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.\n\nYou will work alongside experienced professionals, contribute to critical operational processes, and help support the technology that powers gaming experiences for players around the world.\n\nPlease note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks.\nPlease refer to our Candidate Privacy Notice for more information about what personal information we collect, how we use it, who we share it with, and your data protection rights.\nEqual Opportunity Statement:\nSony 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.\nWe strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. \nSony Interactive Entertainment is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.","description_format":"text","description_chars":7896,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Gaming","Media & Entertainment","PC Games","Game Development"],"lifecycle":[{"event":"open","at":"2026-07-20T23:19:56Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 113 · green card filings: 2","filings_12m":113,"filings_prev_12m":189,"green_card_filings_12m":2,"median_offered_wage_usd":176804,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.379,"p_room":0.28,"age_days":108,"expected_fill_days":52,"reasons":["conf:4","stale_co","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-11-06T05:58:05Z"},"pay":null,"html_url":"https://alion.io/job/sony-interactive-entertainment-technical-operations-support-analyst","json_url":"https://alion.io/job/sony-interactive-entertainment-technical-operations-support-analyst.json","meta":{"generated_at":"2026-11-06T09:22:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16938,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51674},"rest":"https://alion.io/mcp/rest/get_company?id=51674"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsony-interactive-entertainment-technical-operations-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsony-interactive-entertainment-technical-operations-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsony-interactive-entertainment-technical-operations-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sony-interactive-entertainment-technical-operations-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsony-interactive-entertainment-technical-operations-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":73763}},{"tool":"search_jobs","arguments":{"company":"sonyinteractive.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":73763},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}