Technical Operations Support (TOS) Analyst Lead

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 Lead, you will serve as a senior operational leader and subject matter expert responsible for supporting operational processes, driving continuous improvement initiatives, mentoring analysts, and helping ensure the successful execution of regional and global operational objectives.  In addition to providing advanced operational support, you will lead process improvement efforts, coordinate team priorities, report operational metrics, and partner closely with Technical Operations, Engineering, and leadership teams to improve operational efficiency and platform reliability.

This role is based in Aliso Viejo, California.

Key Responsibilities

Operational Support & Leadership

• Serve as a Technical Operations Support subject matter expert (SME) and primary point of contact for operational processes, tooling, and procedures.
• Acknowledge, triage, and resolve support requests by following established Standard Operating Procedures (SOPs).
• Perform advanced 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.
• Generate workload forecasts and assist in organizing ticket priorities across the team to ensure effective resource utilization and SLA compliance.
• Maintain awareness of team workload distribution and operational performance to proactively address support challenges.

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.
• Drive process standardization efforts that improve operational effectiveness across teams and regions.
• Identify gaps in existing procedures and implement improvements that enhance service quality and operational maturity.

Continuous Improvement & Technical Development

• Identify recurring issues, repetitive tasks, and operational inefficiencies.
• Lead initiatives focused on automation opportunities and operational workflow improvements.
• Partner with technical teams to improve workflows, tooling, and operational processes.
• Develop advanced troubleshooting knowledge and technical expertise across infrastructure, cloud services, and operational systems.
• Continuously enhance technical capabilities through structured self-development, training, and hands-on learning.
• Contribute ideas that help reduce manual effort and improve team productivity.

Team Development & Mentorship

• Provide guidance, coaching, and operational support to Tier 1 and Tier 2 analysts.
• Share knowledge and best practices to improve overall team capability and operational effectiveness.
• Identify learning and development opportunities within the team and help drive knowledge-building initiatives.
• Foster a culture of accountability, continuous improvement, and operational excellence.
• Support onboarding and mentoring efforts for new team members.

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)

• 5+ years of experience in Information Technology, Technical Support, Operations Support, or a related field.
• Strong understanding of computer systems, operating systems, networking concepts, and troubleshooting methodologies.
• Experience working with ticketing systems, service request management, or operational support processes.
• Demonstrated experience leading operational initiatives, process improvement efforts, or cross-functional projects.
• Experience analyzing operational metrics and reporting results to leadership teams.
• Ability to follow documented procedures while maintaining attention to detail and accuracy.
• Proven ability to document processes and drive operational standardization.

Communication & Collaboration (MUST)

• Strong written and verbal communication skills.
• Ability to communicate effectively with technical teams, operational stakeholders, and leadership.
• Strong organizational skills and attention to detail.
• Demonstrated ability to influence outcomes and drive initiatives without direct managerial authority.
• Experience mentoring or providing guidance to technical team members.

Work Style (MUST)

• Strong sense of ownership and accountability for both individual and team outcomes.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Demonstrated leadership mindset with a focus on continuous improvement and operational excellence.
• 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.
• Scripting or automation experience using PowerShell, Bash, Python, or similar technologies.
• Familiarity with monitoring, observability, and alerting platforms.
• Experience supporting large-scale infrastructure or cloud-based services.
• Industry certifications related to cloud, infrastructure, networking, or operations.

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

Successful candidates will:

• Serve as a trusted operational leader and subject matter expert within Technical Operations Support.
• Consistently meet operational support and SLA expectations while helping the broader team achieve performance goals.
• Drive measurable improvements in operational efficiency, documentation quality, and process maturity.
• Successfully coordinate regional operational activities and workload prioritization.
• Deliver meaningful operational metrics and insights to management and stakeholders.
• Develop advanced troubleshooting expertise and mentor other analysts in operational best practices.
• Identify and implement improvements that enhance platform reliability, support quality, and team effectiveness.
• Build strong partnerships with Engineering, Infrastructure, and Operations teams to support the continued growth of Sony's cloud gaming platform.

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.