Technical Operations Support (TOS) Analyst Lead (Cloud Gaming)

TL;DR

Technical Operations Support (TOS) Analyst Lead (Cloud Gaming): Leading operational support for a global cloud gaming platform with an accent on infrastructure reliability, process standardization, and SLA compliance. Focus on driving continuous improvement, mentoring analysts, and automating operational workflows to enhance platform stability.

Location: Based in Aliso Viejo, California

Company

hirify.global is the company behind the PlayStation brand, delivering cutting-edge hardware and network services to millions of users worldwide.

What you will do

• Serve as the subject matter expert for operational processes, tooling, and procedures.
• Triage and resolve support requests while strictly adhering to SLAs and SOPs.
• Lead process improvement and automation initiatives to reduce manual effort and increase productivity.
• Create and maintain comprehensive SOPs and knowledge base articles.
• Mentor and coach Tier 1 and Tier 2 analysts to elevate team capability.
• Coordinate team priorities and report operational metrics to leadership teams.

Requirements

• 5+ years of experience in IT, Technical Support, or Operations Support.
• Strong understanding of computer systems, networking concepts, and troubleshooting methodologies.
• Proven experience leading operational initiatives or cross-functional projects.
• Ability to document complex processes and drive operational standardization.
• Experience analyzing operational metrics and utilizing ticketing systems.
• Willingness to work flexible schedules, including evenings, weekends, and holidays, as business needs require.

Nice to have

• Proficiency with Linux operating systems and command-line tools.
• Exposure to cloud platforms such as AWS or Google Cloud.
• Scripting experience using Python, Bash, or PowerShell.
• Familiarity with Jira, Confluence, or ServiceNow.
• Industry certifications in cloud, infrastructure, or networking.

Culture & Benefits

• Opportunity to work on a global-scale cloud gaming platform.
• Career growth path towards Cloud Operations, Infrastructure Engineering, or SRE.
• Collaborative environment working alongside world-class technical professionals.
• Culture of accountability, continuous learning, and operational excellence.