This job listing expired on Nov 11, 2020
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Why PlayStation?

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. We’ve thrilled gamers since 1994, when we launched the original PlayStation. Today, we’re recognised as a global leader in interactive and digital entertainment. The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation.

Role Overview

We are looking for an operations and support engineer with excellent troubleshooting skills to join a growing team in the Global Service Operations organization. The mission of this group is to provide 24/7 operational support for the Sony Network Platform and to handle all inbound support requests to the team while working with internal and external teams to drive issues to resolution within defined SLAs.

What You’ll Be Doing

  • Provide support for the PlayStation Network Platform.
  • Investigate, troubleshoot, and triage complex production software/application/service issues and misuse.
  • Identify and escalate issues or root causes of systemic issues; lead, facilitate or participate in prompt resolution.
  • Understand and take ownerships for all operational workflows and standard operating procedures, down to a granular, detailed level.
  • Create/maintain comprehensive support and process documentation.
  • Interface with international Sony groups and external parties to provide application support.
  • Fulfill business support service requests (troubleshooting, log reviews, etc.).
  • Systems, applications, and performance monitoring.
  • Utility/tools development to improve support processes.
  • Provide operation support for special projects
  • Provide support for Partners Platform and Sony Content Pipeline (SCP)
  • Act as POE SME and single point of contact in UK and EU
  • Provide periodic on-call support (rota based)

What We Are Looking For

  • BA/BS in Computer Science or related technical field or equivalent practical experience.
  • 5+ years of large scale systems administration and/or software development experience.
  • Customer service mentality - calm, customer-oriented communication.
  • Programming experience in Java or C++ and/or strong scripting skills (Ruby, Bash, or Python).
  • Experience troubleshooting complex systems and applications on *nix platforms.
  • Experience using source control, bug tracking, and ticketing systems in a multi-team environment.
  • Experience supporting web applications in Java, Tomcat and LAMP stacks.
  • Experience with application monitoring tools, such as Nagios, CA Wiley, Splunk.
  • Experience with monitoring service for cloud-scale applications, such as DataDog, CloudWatch.
  • Experience with enterprise monitoring
  • Experience in 24×7 production operations and participate in a periodic on-call rotation.
  • Experience establishing processes and measurement of those processes.
  • Experience building scalable systems with very high levels of concurrency and transactions.
  • Experience with SQL, especially Oracle, MySQL, or Big Data experience
  • Experience developing applications on Unix/Linux platforms.
  • Demonstrate ability to quickly troubleshoot complex problems, understanding dependencies and deducing the root issue.
  • Proficient in using command line tools to quickly triage and fix production issues then conduct root cause analysis.
  • Self-starter and able to work with limited supervision.

Preferred Skills And Experience

  • MS degree in computer science and/or 6 years relevant work experience, including in a high-volume or critical, production service environment as well as experience leading short projects.
  • Understanding of ITIL principles and processes
  • Excellent analytical skills, coupled with a strong sense of ownership, urgency and drive.
  • Excellent written communication skills.
  • Good understanding of software development processes.
  • Understanding of PCI DSS Environments and Security.
  • Strong troubleshooting and QA skills.
  • Experience in developing cross-platform code.
  • Experience working with a Cloud development environment is a plus.
  • Experience with caching solutions such as Cassandra and memcached.
  • Experience with e-commerce platforms, especially in payment processing on a global scale.
  • Experience with Java Application Servers/Containers.

Benefits

  • Discretionary bonus opportunity
  • Private Medical Insurance
  • Dental Scheme
  • London Allowance (if applicable)
  • 25 days holiday per year
  • On Site Gym
  • Subsidised Café
  • Free soft drinks
  • On site bar
  • Access to cycle garage and showers

Equal Opportunity Statement

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 or maternity, trade union membership or membership in any other legally protected category.

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