Network Control Technician

TN United Kingdom; Liverpool; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player in entertainment seeks a Network Control Technician in Liverpool. This role involves managing alerts, troubleshooting issues, and enhancing system performance using tools like BigPanda and Splunk. The ideal candidate will leverage their ChatOps experience to facilitate communication across teams, ensuring seamless customer service. With a focus on ITIL best practices, you will play a crucial role in incident and problem management. Join a diverse and inclusive environment that empowers innovation and creativity, and be part of a global team dedicated to delivering exceptional service.

Qualifications

• 3-5 years of relevant experience in network control and IT service management.
• Knowledge of ITIL best practices in Incident, Problem, and Change Management.

Responsibilities

• Manage alerts and troubleshoot using Runbooks and SOPs.
• Coordinate resources and engage customers through Slack.

Skills

Chat-Ops experience (Slack)

Customer service

ServiceNow

Confluence / JIRA

IP knowledge

Light Active Directory experience

Basic security experience

Experience with Office 365

Education

Degree from a four-year college (BA, BS)

Tools

BigPanda

Splunk

Datadog

MS Teams

Job description

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PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation5, PlayStation4, PlayStationVR, PlayStationPlus, acclaimed PlayStation software titles from PlayStation Studios, and more.

PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.

The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation.

Network Control Technician
Liverpool

Role overview:

Event management is handled efficiently using alert systems like BigPanda, taking ownership of alerts and troubleshooting them with the aid of Runbooks and SOPs. Basic knowledge in Splunk and Datadog complements their ability to analyse and monitor system performance, while understanding API concepts and applications enhances their technical capabilities.

Their ITIL experience covers Incident Management, Problem Management, and Change Management, ensuring adherence to best practices in IT service management.

What you'll be doing:

In day-to-day operations, the individual demonstrates proficiency in ChatOps through Slack by creating channels, coordinating resources, and engaging with customers. This includes managing communication and collaboration among customer service representatives and high-level engineers to ensure seamless customer service. Assist with user account management and basic security tasks such as password unlocks and guiding users through the process of creating tickets and directing them to standard operating procedures (SOPs) or Runbooks to resolve their issues.

What we're looking for:

• Chat-Ops experience (Slack) - Creating channels, coordinating resources, engaging customers primarily through Slack
• Customer service - working with customer service reps to high-level engineers
• ServiceNow
• Confluence / JIRA
• IP knowledge - subnetting and general IP concepts like subnetting etc.
• Light Active Directory experience
• Basic security experience - helping with password unlocks, helping users create tickets, and directing them to SOPs/Runbooks to resolve their issues
• Experience with Office 365 – Word, Outlook, Excel, MS Suite etc…

Nice to Have:

• Streaming knowledge for games using MS Teams or other applications
• Event management - using an alert system like BigPanda or other systems, taking ownership of alerts, and troubleshooting them using Runbooks/SOPs
• Basic Knowledge in Splunk/Datadog
• Basic Knowledge in API concepts and applications
• ITIL knowledge

Preferred Experience / Education:

• Three to five years of relevant experience
• A degree from a four-year college (i.e., BA, BS)