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Incident and Problem Management Engineer at Sony Interactive Entertainment PlayStion (San Diego, CA)

PlayStation isnt just the Best Place to Play its also the Best Place to Work. Weve thrilled gamers since 1994, when we launched the original PlayStation. Today, were 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.
Sony Interactive Entertainment is looking for an Incident and Problem Manager to join an already developed team within the Global Service Operations organization supporting the online components of the PlayStation® Network. The mission of the team is to provide proactive monitoring & situational awareness throughout the global organization including rapid response, escalation and communications for both customer impacting incidents and leading indicators of system distress. Incidents range from simple internal service impacting events through to globally impacting incidents that can have considerable financial and brand impact. You will, with the support of the team, work with local and global technical teams, subject matter experts and senior leadership driving service restoration through almost any means necessary.
Upon Incident closure or if an incident has been prevented, the individual will drive in-depth Problem Management investigation to identify root cause whilst working with internal/external teams for remedial/preventive actions to ensure the incident does not reoccur.
Incident Managers should have an Engineering background with a superior drive, tenacity, and a keen customer focus.
Primary Responsibilities
  • Use of sound judgment & decision making to act swiftly and appropriately based on data
  • 24/7 Rapid response to both customer impacting incidents and leading indicators of system distress
  • Crisp communications at the appropriate level to inform stakeholders regarding status of an incident
  • Drive incident and problem to root cause, document, follow up and track on remedial/preventive actions end to end
  • Collect system information to understand system behavior under different circumstances and document it to expand knowledge base, system improvements, and Problem Management / Mean Time to Resolution.
  • Improve/create procedure documents for Incident and Problem management and other supporting teams to address incorrect/missing operations during system anomalies.
  • Assist internal teams with problem and incident management, investigation and root cause analysis
  • Utility/tools development to improve Incident and Problem Management execution.

  • BS degree in computer science or equivalent
  • Customer service mentality - calm, customer-oriented and excellent communication styles
  • 3+ years systems administration and/or software development experience
  • Experience troubleshooting complex systems and applications within an AWS environment
  • Ability to work with limited supervision
  • Ability to work under extreme pressure
  • Sense of urgency and drive to restore service as quickly as possible
  • Proactive in nature and always seeking out new paths to further benefit the business and customer
  • ITILv3 certified
  • Willingness to be on call including on weekends as needed.
  • Flexibility to travel within the US, Europe and Asia.

Additional Attributes
  • Good understanding of global service providing systems
  • Familiarity with AWS, Splunk, Sensu, SQL and other open source technologies
  • Understanding and appreciation of security within an account management and payment platform.
  • Client-side database programming experience with SQL
  • Technical writing skills

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.
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.

by via developer jobs - Stack Overflow

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