Technical Operations Support (TOS) Analyst

Location: Hybrid in Aliso Viejo, California, United States

Company

hirify.global develops PlayStation hardware, network services, and entertainment experiences, including cloud gaming platforms delivered across televisions, consoles, mobile devices, and other endpoints.

What you will do

• Acknowledge, triage, resolve, and escalate support requests according to established SOPs.
• Perform routine operational tasks and maintenance while meeting SLA commitments and supporting platform stability.
• Monitor operational queues and ensure timely resolution of assigned work.
• Create, update, and maintain SOPs, knowledge base articles, and operational documentation.
• Identify recurring issues and operational inefficiencies, recommending automation and workflow improvements.
• Collaborate with engineers, team leads, and global support teams on operational reviews and cross-functional initiatives.

Requirements

• 1–3 years of experience in information technology, technical support, operations support, or a related field.
• Foundational knowledge of computer systems, operating systems, networking concepts, and troubleshooting methodologies.
• Experience with ticketing systems, service request management, or operational support processes.
• Ability to follow documented procedures with accuracy and strong attention to detail.
• Strong written and verbal communication, organizational, collaboration, and ownership skills.
• Willingness to work flexible schedules, including evenings, weekends, and holidays, when business needs require.

Nice to have

• Experience with Linux and command-line tools, hardware or infrastructure troubleshooting, and monitoring or observability tools.
• Familiarity with Jira, Confluence, ServiceNow, or similar platforms.
• Exposure to AWS, Google Cloud, SLA-driven operations, process improvement, or operational efficiency initiatives.
• Basic scripting experience with PowerShell, Bash, Python, or similar technologies.
• Coursework, certifications, or training in information technology, computer science, networking, or related disciplines.

Culture & Benefits

• Hands-on experience supporting a global cloud gaming platform.
• Opportunity to develop skills in technical operations, cloud operations, infrastructure engineering, and site reliability engineering.
• Collaboration with experienced technical and operational professionals.
• Background checks are conducted at the offer stage for new employees.
• Sony is an equal opportunity and fair chance employer committed to an inclusive workplace.