Technical Operations Lead: Cloud Gaming Reliability

Sonyinteractiveentertainmentglobal; California (MO); On-site; USD 110,000 - 170,000; Full time

Job summary

Sony Interactive Entertainment in California is seeking a Technical Operations Support Analyst Lead to serve as a senior operational leader. You will drive incident resolution, process improvements, and documentation across global teams to ensure reliable streaming and platform stability.

The role requires strong IT operations experience, mentoring skills, and the ability to coordinate with Engineering and leadership to improve workflows and SLAs.

Qualifications

• 5+ years of experience in IT, technical support or operations.
• Strong understanding of computer systems, networking, and troubleshooting.
• Experience leading operational initiatives and documenting processes.
• Ability to analyze operational metrics and report to leadership.

Responsibilities

• Serve as SME and point of contact for operational processes and tooling.
• Triage, resolve, and escalate requests per SOPs and SLAs.
• Lead automation and workflow improvements across regions.
• Mentor Tier 1/2 analysts and drive knowledge sharing.
• Collaborate with engineering and leadership on performance metrics.

Skills

Operational leadership

IT support

Ticketing systems

Process documentation

Metrics reporting

Mentoring teammates

Tools

Jira

Confluence

ServiceNow

Job description

Sony Interactive Entertainment in California is seeking a Technical Operations Support Analyst Lead to serve as a senior operational leader. You will drive incident resolution, process improvements, and documentation across global teams to ensure reliable streaming and platform stability.

The role requires strong IT operations experience, mentoring skills, and the ability to coordinate with Engineering and leadership to improve workflows and SLAs.