Manager of Technical Operations Support and Hardware Fleet Operations (Cloud Gaming)

TL;DR

Manager of Technical Operations Support and Hardware Fleet Operations (Cloud Gaming): Leading global support operations and hardware reliability for cloud gaming infrastructure with an accent on SLA adherence and hardware scalability. Focus on coordinating distributed teams, optimizing Linux-based hardware troubleshooting, and transitioning operational ownership from engineering.

Location: Based in Aliso Viejo, CA

Company

hirify.global (PlayStation) is a global leader in entertainment, delivering console-quality gaming experiences across various platforms via GDFT's cloud gaming revolution.

What you will do

• Lead, mentor, and develop a globally distributed Technical Operations Support (TOS) team and a US-based Hardware Fleet Operations (HFO) team.
• Oversee regional ticketing operations and ensure strict SLA adherence and support quality.
• Manage Linux-based hardware systems troubleshooting and ensure the stability of the global fleet.
• Drive the transition of operational responsibilities from engineering to support teams through documentation and tooling.
• Establish and maintain high-quality runbooks, SOPs, and automation scripts to reduce manual effort.
• Act as the primary liaison between support, engineering, and infrastructure teams for complex escalations.

Requirements

• 5+ years of experience in Technical Operations, IT Support, or Infrastructure Operations.
• 2+ years of experience in a leadership or management role.
• Proven experience managing distributed global teams and coordinating time zone handoffs.
• Hands-on proficiency with Linux systems and production environment troubleshooting.
• Strong understanding of SLA-driven support and ticketing systems.
• Must be based in Aliso Viejo, CA.

Nice to have

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

Culture & Benefits

• Inclusive environment that empowers employees and embraces diversity.
• Opportunity to work with world-class technology in the cloud gaming sector.
• Collaborative culture focused on extreme ownership, accountability, and continuous improvement.