Sony PlayStation is hiring a

Manager Network Operations and Problem Management

San Diego, United States

Recognized as a global leader in interactive and digital entertainment, Sony Interactive Entertainment (SIE) is responsible for the PlayStation® brand and family of products and services. PlayStation has delivered innovation to the market since the launch of the original PlayStation in Japan in 1994. The PlayStation family of products and services include PlayStation®4, PlayStation®VR, PlayStation®Vita, PlayStation®3, PlayStation®Store, PlayStation®Plus, PlayStation™Video, PlayStation™Music, PlayStation™Now, PlayStation™Vue, PlayStation®Original and acclaimed PlayStation software titles from SIE Worldwide Studios. Headquartered in San Mateo, California, SIE is a wholly-owned subsidiary of Sony Corporation and has global functions and regional headquarters in California, London and Tokyo. 

TITLE:  Manager, Network Operations Center and Problem Management, Production Services

COMPANY:  Sony Interactive Entertainment (SIE) – PlayStation

LOCATION:  San Diego, CA

About Production Services:  SIE’s Production Services has responsibility for monitoring and maintaining key consumer services that are offered as part of the PlayStation®Network. The overall group’s responsibilities range from infrastructure and network management, developing and implementing cutting edge monitoring and alerting tools, 24/7 monitoring and event, incident and problem management related to actual and potential service disruption for our internal and external services.

Network Operations Center and Problem Management:  The team consists of a 24/7 Network Operations Center and an on-call always available Incident and Problem Management team. Their objectives of the team are to monitor and support Sony's Network Services and regions. Together the teams provide an "initiation through to resolution and prevention" central point of contact for standardized communication of information, status updates, notifications, alerts, escalations and resource and task coordination. The teams focus is on Event management, Incident prevention and service restoration.

The Opportunity:  We are looking for a well-rounded, creative and dynamic professional with a proven track record within management to lead the continued transformation of the Network Operations and Problem Management teams.  This position includes full oversight for: day to day management, resource coordination, staffing needs and hands on delivery of change and transformation within the teams. The position requires a passion focused on  high levels of customer satisfaction, an always available, performant service and the ability to think outside of the box to identify creative and enterprise class solutions to team and process deficiencies. The ideal candidate must be able to work under pressure, independently, with limited guidance while advancing the team’s mission across company boundaries.  Project management skills, balancing competing deliverables, time management skills, creativity and strong attention to detail are exceptionally important for this role.  

Additional Information:

  • Day to day management of the team and teams resources
  • Setting goals for the group and provides guidance on meeting and exceeding goals
  • Situational awareness related to all tasks, incidents and problems currently being worked on within the team
  • Assist team members by providing best practices for dealing with complex situations
  • Provide a frame work to allow for self-development of ideas, knowledge and abilities within teams and individual members
  • Monitor team workload and throughput
  • Confidence to clearly and concisely communicate out proactively to audiences within the global organisation. Face to face, big room presentations, emails and high attendee conference calls.
  • Through analysis and collaboration, identify opportunities for process improvements within the teams and across the organisation
  • Assist with the preparation and development of weekly and monthly reporting for Senior Management and Directors
  • Collaborate with local, regional, and global operation teams to share knowledge of people, process, and technology
  • Providing suggestions for continuous process improvement while increasing service quality

 

Minimum Qualifications:

  • Bachelor’s degree in Computer Science and/or other related degree or certification
  • Minimum of five years progressive experience within network, service or IT operations environment; at least three years of experience in a corporate level management position
  • Experience supporting large teams within an operations and task driven environment
  • Experience managing a team that monitor and support global infrastructure
  • Experience leading innovative, creative and transformational projects
  • Exceptional oral and written communication skills; able to communicate with impact at the right level
  • High degree of integrity, ethics, responsibility, dedication, ownership and drive
  • Strong cross-team and cross-group collaboration skills
  • Knowledge related to events, incidents, major incident and problem management processes.
  • Must be willing to work irregular hours in support of mission; on-call requirements/willingness to travel

Other Preferences:

  • ITILv3 certification(s)
  • Previous work experience within a gaming or Fortune 500 organisation
  • Any knowledge working with a wide range of enterprise technologies a major plus: UNIX, LINUX, Windows, Oracle database architecture, network infrastructure, Amazon Web Services, Security infrastructure and ITSM.
  • Key traits: Critical Thinker, Deductive Reasoning, Problem Solving, Command and Control Presence, Active Listening, Leadership, Implement Change, Multi-tasking, Interpersonal & Relationship building, Strong Communication and Asking the Right Questions.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. 

We sincerely appreciate the time and effort you spent in contacting us and we thank you for your interest in PlayStation.

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