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Director of Production Operation Engineering

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Director of Production Operation Engineering in San Diego, United States

  • PlayStation
  • Full time
  • Intermediate
  • Email
  • San Diego, United States
  • 12/10/2021
  • Report

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.


About the job

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.


  • 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.

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to race, color, religion, gender, pregnancy, national origin, ancestry, citizenship, age, legally protected physical or mental disability, covered veteran status, status in the U.S. uniformed services, sexual orientation, marital status, genetic information or membership in any other legally protected category.

Reasonable Accommodation Notice Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

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.


This Privacy Notice explains what personal information we at Sony Interactive Entertainment LLC collect from you, and why we collect it and use it. This Notice covers our practices regarding the personal information of all applicants to our job positions. Please review it carefully.

Categories of personal information we collect from you

We collect personal information about you throughout the recruiting process, in particular the following categories. Generally, we obtain this information through our Recruiting Team:

A. Identification and contact information

    1. Direct identifiers such as your first and last name.
    2. Indirect identifiers such as a government ID, your Social Security, work permit or passport #.
    3. Contact information such as your email address, mailing address, telephone number.

B. Other information about you or that can be associated with you such as:

  1. Sensitive/Protected Data. During the recruitment process, you may (voluntarily) provide us with your ethnicity, gender, military service information, or physical or mental health information, as well as your national origin and citizenship.
  2. Professional or job position-related information, including your past professional experience, references; background verification; talent management and assessment; information regarding any conflicts of interests; and the terms and conditions of your job offer.
  3. Non-public education information, including information about your education records, such as grades and transcripts.


PlayStation has been at the forefront of interactive and digital entertainment since the debut of our first console in 1994. Today, our products, software and services are in millions of households worldwide. We bring together ...

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