Technical Operations Support (TOS) Analyst

HYBRID: Aliso Viejo, CA

As 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.

The 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.

As 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.

Key Responsibilities:

Operational Support

• 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.

Documentation & Process Management

• Create, update, and maintain SOPs, knowledge base articles, and operational documentation.

• Ensure documentation follows team standards and remains accurate and up to date.

• Contribute to process standardization efforts that improve consistency across operational activities.

Continuous Improvement

• Identify recurring issues, repetitive tasks, and operational inefficiencies.

• Provide feedback and recommendations for automation opportunities.

• Partner with technical teams to improve workflows, tooling, and operational processes.

• Contribute ideas that help reduce manual effort and improve team productivity.

Collaboration

• Work closely with team leads, engineers, and global operational teams to support business objectives.

• Participate in operational reviews, process improvement initiatives, and cross-functional projects.

• Communicate clearly regarding ticket status, operational risks, and support activities.

Required Technical Experience (MUST)

• 1–3 years of experience in Information Technology, 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.

Communication & Collaboration (MUST)

• Strong written and verbal communication skills.

• Strong organizational skills and attention to detail.

• Ability to collaborate effectively within a team environment.

• Demonstrated commitment to learning and professional growth.

Work Style (MUST)

• Strong sense of ownership and accountability for assigned work.

• Ability to manage multiple priorities in a structured environment.

• Willingness to work flexible schedules, including evenings, weekends, and holidays, as business needs require.

Preferred Qualifications (WANT)

• Experience with Linux operating systems and command-line tools.

• Experience troubleshooting hardware, software, or infrastructure-related issues.

• Familiarity with Jira, Confluence, ServiceNow, or similar ticketing and documentation platforms.

• Exposure to cloud computing platforms such as AWS or Google Cloud.

• Experience supporting operational environments that require adherence to SLAs.

• Basic scripting experience using PowerShell, Bash, Python, or similar technologies.

• Coursework, certifications, or training in Information Technology, Computer Science, Networking, or related disciplines.

• Familiarity with monitoring, alerting, or observability tools.

• Experience participating in process improvement or operational efficiency initiatives.

Candidate Profile - we are looking for someone who:

• Takes ownership of problems and follows through to resolution.

• Demonstrates curiosity and a desire to continuously learn new technologies and operational practices.

• Approaches work with discipline, consistency, and attention to detail.

• Communicates clearly and professionally with teammates and stakeholders.

• Enjoys identifying opportunities to improve processes and reduce repetitive work.

• Works effectively in a fast-paced operational environment.

• Maintains a positive, team-oriented attitude while handling competing priorities.

Success in This Role

• Consistently meet operational support and SLA expectations.

• Maintain accurate and high-quality operational documentation.

• Develop strong troubleshooting and operational support skills.

• Identify opportunities to improve operational efficiency.

• Build foundational knowledge of infrastructure, cloud operations, and large-scale service environments.

• Become trusted operational partners to engineering and support teams.

Why Join Us

This 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.

You will work alongside experienced professionals, contribute to critical operational processes, and help support the technology that powers gaming experiences for players around the world.