Technical Operations Support & Hardware Fleet Operations Manager at PlayStation Global

<div class="content-intro"><p><strong>Why Sony Interactive Entertainment?</strong></p> <p>Sony Interactive Entertainment isn’t just the Best Place to Play — it’s also the Best Place to Work. Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, we’re part of a proud legacy of innovation and excellence. SIE is a dynamic technology company, delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader, home to some of the most beloved and recognizable intellectual properties (IP) in the world. Our role at SIE is to create and nurture the experiences under the PlayStation brand, a name synonymous with entertainment excellence and creativity.</p></div><p><span style="color: #000000;">As part of Sony Interactive Entertainment, GDFT is leading the cloud gaming revolution, delivering console-quality gaming experiences across TVs, consoles, mobile devices, and beyond.</span></p> <p><span style="color: #000000;">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 both rapid issue resolution and long-term system stability. By connecting distributed teams with deep technical operations, this leader plays a key role in delivering reliable, world-class cloud gaming experiences at scale.</span></p> <p>&nbsp;</p> <p><span style="color: #000000;">This role is based in Aliso Viejo, CA.</span></p> <p>&nbsp;</p> <h3><span style="color: #000000;"><strong>Key Responsibilities</strong></span></h3> <p><span style="color: #000000;">This role is responsible for leading two complementary but distinct functions:</span></p> <ul> <li style="color: #000000 !important;"> <p><span style="color: #000000;">A globally distributed Technical Operations Support (TOS) team, providing 24/5 operational coverage across regions</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">A U.S.-based Hardware Fleet Operations (HFO) team, focused on Linux-based hardware systems and deeper technical troubleshooting</span></p> </li> </ul> <p><span style="color: #000000;">The ideal candidate will balance global team leadership, operational rigor, and technical depth, ensuring seamless support coverage, strong cross-regional coordination, and high-quality hardware operations.</span></p> <p>&nbsp;</p> <p><span style="color: #000000;"><strong>Team Leadership &amp; Development</strong></span></p> <ul> <li style="color: #000000 !important;"> <p><span style="color: #000000;">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.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Establish clear performance expectations, provide ongoing coaching, and support career growth.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Manage staffing, scheduling, and coverage models, ensuring effective follow-the-sun operations and strong regional handoffs.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Foster a culture of accountability, collaboration, and continuous improvement across geographies.</span></p> </li> </ul> <p>&nbsp;</p> <p><span style="color: #000000;"><strong>Technical Operations Support (TOS)</strong></span></p> <ul> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Oversee ticketing operations across regions, ensuring SLA adherence and consistent support quality.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Drive effective cross-regional handoffs, communication, and escalation management.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Ensure Standard Operating Procedures (SOPs) are well-documented, consistently followed, and globally aligned.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Monitor operational metrics and implement improvements to increase efficiency and reliability at scale.</span></p> </li> </ul> <p>&nbsp;</p> <p><span style="color: #000000;"><strong>Hardware Fleet Operations (HFO)</strong></span></p> <ul> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Lead a California-based team responsible for supporting Linux-based hardware systems across the global fleet.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Oversee advanced troubleshooting efforts that go beyond documented workflows.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Partner closely with engineering teams to investigate recurring issues and improve system stability.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Ensure operational readiness and supportability of hardware platforms, including lifecycle considerations.</span></p> </li> </ul> <p>&nbsp;</p> <p><span style="color: #000000;"><strong>Operationalization &amp; Continuous Improvement</strong></span></p> <ul> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Drive the transition of operational responsibilities from engineering into TOS and HFO, ensuring scalability and long-term ownership.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Establish and maintain high-quality runbooks, SOPs, and troubleshooting documentation across both teams.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Identify and implement opportunities for automation, including lightweight scripting to reduce manual effort.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Enable TOS to handle repeatable tasks by improving documentation, tooling, and knowledge transfer from HFO.</span></p> </li> </ul> <p>&nbsp;</p> <p><span style="color: #000000;"><strong>Cross-Functional Collaboration</strong></span></p> <ul> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Act as a key liaison between support, engineering, infrastructure, and other internal teams.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Serve as an escalation point for complex or high-impact operational issues.</span></p> </li> </ul> <p>&nbsp;</p> <h3><span style="color: #000000;"><strong>Who We Are Looking For</strong></span></h3> <ul> <li style="color: #000000 !important;"> <p><span style="color: #000000;">5+ years of experience in Technical Operations, IT Support, or Infrastructure Operations, with at least 2+ years in a leadership role.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Experience managing distributed or global teams, including handling time zone coordination and operational handoffs.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Strong understanding of SLA-driven support environments and ticketing systems.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Hands-on experience with Linux systems and troubleshooting in production environments.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Experience supporting or managing hardware infrastructure or fleet operations.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Proven ability to lead in a fast-paced, high-availability environment.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Strong communication skills across technical and non-technical audiences.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">A mindset rooted in Extreme Ownership, with a focus on accountability and results.</span></p> </li> </ul> <p>&nbsp;</p> <h3><span style="color: #000000;"><strong>Preferred Qualifications</strong></span></h3> <ul> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Experience managing follow-the-sun or 24/5 operations models.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Familiarity with Jira, Confluence, ServiceNow, or similar platforms.</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Experience with scripting or automation (e.g., Bash, Python).</span></p> </li> <li style="color: #000000 !important;"> <p><span style="color: #000000;">Background in cloud, streaming, or large-scale distributed systems.</span></p> </li> </ul><div class="content-conclusion"><p class="p1">Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks.</p> <p class="p1">Please refer to our&nbsp;<a href="https://www.playstation.com/legal/careers-privacy-notice/" target="_blank">Candidate Privacy Notice</a>&nbsp;for more information about what personal information we collect, how we use it, who we share it with, and your data protection rights.</p> <p><strong>Equal Opportunity Statement:</strong></p> <p><em>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.</em></p> <p><em>We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.&nbsp;</em></p> <p><em>Sony Interactive Entertainment is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.</em></p> <p>&nbsp;</p></div>