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 recognized as a global leader in interactive and digital entertainment. The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation.

 

PlayStation Network(PSN) is one of the global top digital platform for online interactive entertainment. PSN Global Service Operations(GSO) is responsible for the stability of PlayStation Network, monitoring the platform and provide operations support to company and game industry wide partners. Production Operations Engineering (POE) is delivering incident resolution upon reported by many sources including Customer Support, PlayStation Store team, external game developers, and social media

As a Director of Production Operations Engineering, you’ll be responsible for continuously deliver high quality incident resolution, through the collaboration with multiple engineering and business teams across the board. The teams are located globally in the U.S, U.K and Japan. The platform support scope includes e-commerce, game play, social interaction, account & identify, PlayStation partner tools and retail commerce. It is also meaningful to own the continuous improvement action items extracted from the incidents. Continuous improvement includes a wide range of items, such as engineering development, process refinement, business operations change.

In addition to the incident resolution, you’ll be responsible to lead and execute operational readiness for the new projects that is developed by product/engineering team. The goal is to launch new projects and services with detailed operation support globally at Day1. You may also need to work with external platform service provider(SaaS) for continuously improving the service operations quality.

As this being a global role, there is a requirement for international business trips, but this occurs only after it is regarded as safe to do so.

Responsibilities

  • Design and propose optimal operations support model that satisfy the needs of respective engineering & business group
  • Represent Global Service Operations in the new project launch preparedness forum, ensure the operations readiness.
  • Oversee day to day global incident resolution, ensure quality support is provided on continuous basis.
  • Define important metrics and supervise them to extract improvement action items from those.
  • Align with global teams and continuously seek their feedback through periodic touch point.
  • Collaborate with internal/external teams to drive improvement action items originated from incident learning.
  • Cultivate the team's culture to develop innovative solution to address operational issue, continuous improvement, and execution velocity. Advocate for the best business and technical practice.

Minimum Qualifications

  • Bachelor’s degree or equivalent practical experience.
  • 10 years of professional experience and 5 years of team management experience.
  • 10 years of working either in IT engineering, security engineering, System operations support or professional support.
  • Hands on experience of the web technology or web based application technology.
  • Handle budget for engineering organization.

Preferred Qualifications

  • Experience in leading multi-tiered team.
  • Lead multi-cultural internationally distributed team with follow the sun operation.
  • Good knowledge and experience in Gaming industry
  • Advanced degree in relative area, PhD, MS in information science, computer science, operations management, or MBA.

Quality that we are looking for

  • Have a Curiosity to know what’s around, what’s next
  • Self starter, proactively seeking to find important problems to tackle.
  • Lead the team with example. Phenomenal communication skill, which enable building trust with wider stakeholders.
  • Ability to transform incident experience into longer term solution
  • Strong sense making capability to relate the events in the industry(Game, Tech) with your daily work.

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