Technical Operations Support & Hardware Fleet Operations Manager

Sonyinteractiveentertainmentglobal; California (MO); On-site; USD 100,000 - 130,000; Full time

Job summary

Sony Interactive Entertainment Global is seeking a Manager of Technical Operations Support and Hardware Fleet Operations to lead critical teams in California. This role involves overseeing operational support, ensuring the reliability and scalability of infrastructure, and enabling rapid issue resolution.

The ideal candidate has over 5 years of experience in IT, strong leadership skills, and a solid understanding of SLA-driven environments. Innovation through automation and effective cross-functional collaboration is essential for success.

Qualifications

• 5+ years of experience in Technical Operations, IT Support, or Infrastructure Operations.
• At least 2+ years in a leadership role with a focus on accountability.
• Experience managing distributed or global teams.

Responsibilities

• Lead and develop TOS and HFO teams for operational support.
• Ensure effective ticketing operations and SLA adherence.
• Drive automation opportunities to improve efficiency.

Skills

Technical Operations Management

Linux Systems Troubleshooting

Team Leadership

SLA Management

Automation

Education

Bachelor's degree in IT, Computer Science, or MIS

Tools

Jira

Confluence

ServiceNow

Job description

Job Overview

This role is based in Aliso Viejo, CA. We are seeking a Manager of Technical Operations Support (TOS) and Hardware Fleet Operations (HFO) to lead two critical teams responsible for operational support, hardware reliability, and the scalability of our global infrastructure. This role ensures seamless coordination between global support operations and localized technical expertise, enabling rapid issue resolution and long-term system stability.

Key Responsibilities

• A globally distributed Technical Operations Support (TOS) team, providing 24/5 operational coverage across regions
• A U.S.-based Hardware Fleet Operations (HFO) team, focused on Linux-based hardware systems and deeper technical troubleshooting

Team Leadership & Development

• Lead, mentor, and develop both a globally distributed TOS team and a locally based HFO team, adapting leadership approaches to meet the needs of each group.
• Establish clear performance expectations, provide ongoing coaching, and support career growth.
• Manage staffing, scheduling, and coverage models, ensuring effective follow-the-sun operations and strong regional handoffs.
• Foster a culture of accountability, collaboration, and continuous improvement across geographies.

Technical Operations Support (TOS)

• Oversee ticketing operations across regions, ensuring SLA adherence and consistent support quality.
• Drive effective cross-regional handoffs, communication, and escalation management.
• Ensure Standard Operating Procedures (SOPs) are well-documented, consistently followed, and globally aligned.
• Monitor operational metrics and implement improvements to increase efficiency and reliability at scale.

Hardware Fleet Operations (HFO)

• Lead a California-based team responsible for supporting Linux-based hardware systems across the global fleet.
• Oversee advanced troubleshooting efforts that go beyond documented workflows.
• Partner closely with engineering teams to investigate recurring issues and improve system stability.
• Ensure operational readiness and supportability of hardware platforms, including lifecycle considerations.

Operationalization & Continuous Improvement

• Drive the transition of operational responsibilities from engineering into TOS and HFO, ensuring scalability and long-term ownership.
• Establish and maintain high-quality runbooks, SOPs, and troubleshooting documentation across both teams.
• Identify and implement opportunities for automation, including lightweight scripting to reduce manual effort.
• Enable TOS to handle repeatable tasks by improving documentation, tooling, and knowledge transfer from HFO.

Cross-Functional Collaboration

• Act as a key liaison between support, engineering, infrastructure, and other internal teams.
• Serve as an escalation point for complex or high-impact operational issues.

Who We Are Looking For

• Bachelor's degree in either Information Technology, Computer Science, or Management Information Systems (MIS)
• 5+ years of direct experience in Technical Operations, IT Support, or Infrastructure Operations, with at least 2+ years in a leadership role.
• Experience managing distributed or global teams, including handling time zone coordination and operational handoffs.
• Strong understanding of SLA-driven support environments and ticketing systems.
• Hands-on experience with Linux systems and troubleshooting in production environments.
• Experience supporting or managing hardware infrastructure or fleet operations.
• Proven ability to lead in a fast-paced, high-availability environment.
• Strong communication skills across technical and non-technical audiences.
• A mindset rooted in Extreme Ownership, with a focus on accountability and results.

Preferred Qualifications

• Experience managing follow-the-sun or 24/5 operations models.
• Familiarity with Jira, Confluence, ServiceNow, or similar platforms.
• Experience with scripting or automation (e.g., Bash, Python).
• Background in cloud, streaming, or large-scale distributed systems.

Equal Opportunity Statement

Sony 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. We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. Sony Interactive Entertainment is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.