Hybrid Cloud Operations Support Analyst

Sony Interactive Entertainment; Aliso Viejo (CA); Hybrid; USD 60,000 - 95,000; Full time

Job summary

Sony Interactive Entertainment in Aliso Viejo, CA is seeking a Technical Operations Support Analyst to support a global cloud gaming platform. You will handle incident requests, maintain SOPs, and collaborate with engineering and support teams to improve workflows and reliability.

The role focuses on operational support, documentation, and continuous improvement, with a flexible schedule to accommodate SLAs and shift coverage.

Qualifications

• 1–3 years of experience in IT, 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.

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.

Skills

Communication

Teamwork

Attention to detail

Ownership

Problem solving

Education

Coursework, certifications, or training in IT, CS, Networking

Tools

Jira

Confluence

ServiceNow

AWS/Google Cloud

Job description

Sony Interactive Entertainment in Aliso Viejo, CA is seeking a Technical Operations Support Analyst to support a global cloud gaming platform. You will handle incident requests, maintain SOPs, and collaborate with engineering and support teams to improve workflows and reliability.

The role focuses on operational support, documentation, and continuous improvement, with a flexible schedule to accommodate SLAs and shift coverage.