Service Management Engineer

Job Description

Service Management Engineer

Austin, TX

Sony PlayStation is seeking a Service Management Engineer to join our Service Operations Organization! The ideal candidate will have a solid understanding how to operate and execute projects across multiple teams, in order to accelerate developer productivity and increase business value while providing a streamlined Service Management experience. You will drive and maintain various functions within the team inclusive of event, incident, change and problem management. The successful candidate loves problem solving, obsesses over process and details, and has a track record of using data to influence business decisions. You should understand sophisticated IT systems within a hybrid, microservices environment. The right candidate will thrive working in a fast‑paced IT Operations environment responsible for sustaining availability and performance of multiple SaaS offerings 24x7x365. In this role, you will be working with a team of individuals from the US and Europe, providing around the clock support to PlayStation Network.

Responsibilities:

Incident Management
• Provide level one support services for various internal service teams across multiple domains.
• Respond to events and alerts within the BigPanda console. Take action to restore service in a timely manner.
• Provide a central point for coordination of incidents that arise in all environments.
• Establish and orchestrate bridge calls with emphasis on restoring service to users as quickly as possible, facilitate and troubleshoot toward resolution of incidents, and manage incidents to completion.
• Create and provide metrics to judge efficiency and effectiveness of the Incident Management Process examples including, Mean Time to Repair, Mean Time between Failures, and Repeat Incidents.

Problem Management
• Manage and advise on all phases of the problem management process, including bringing the right teams, tools and information required for a successful root cause investigation.
• Lead investigation sessions that focus on identifying root cause leads which result in service quality and resiliency improvements.
• Ensure the right resources and stakeholders remain engaged and available to investigate, identify, and resolve the root cause of a problem.
• Assist in identifying and tracking corrective/preventive actions that result throughout the investigative process while utilizing the change manage process as needed.

Change Management
• Help execute the Change Control Process across the FTG organization.
• Help manage and support multiple concurrent changes and releases through all environments.
• Track and monitor changes throughout the change lifecycle.
• Manage risks and resolve issues that affect release scope, schedule and quality.

Qualifications:
• Bachelor's Degree in business, technology, or equivalent work experience.
• 5+ years' experience developing processes and technology improvements to address business problems and strategies.
• 3+ years of experience working in a 24x7x365 IT operations environment. Preferably in a SaaS vertical.
• Demonstrated passion and aptitude for data, analytics, and problem solving.
• Excellent oral and written communication skills. Ability to quickly and accurately translate complex technical issues into easily consumed communications that can be understood by executive leadership.
• Expert understanding of one or more ITIL based Service Support process.
• Professional presence and demeanor; responds promptly to customer needs; demonstrates a steadfast commitment to providing an exceptional customer experience.
• High energy level; ability to work effectively and efficiently in a dynamic work environment.

Jobcode: Reference SBJ-r7j19k-18-191-186-72-42 in your application.