Sr. Software Systems Engineer

Job Description

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

Responsibilities:
• Provide operational support for PlayStation Network platform by collaborating with international Sony groups, external parties, to provide application support and fulfill service requests.
• Investigate, solve, and triage complex production software, applications, service issues and misuse.
• Identify and raise issues or root causes of systemic issues; lead, facilitate or participate in timely resolution.
• Understand and take ownership for all operational workflows and standard operating procedures, down to a granular, detailed level.
• Build and maintain comprehensive support and process documentation.
• Conduct performance monitoring on various systems and applications; utilize and develop tools to improve support processes.
• Work with peers to assign, prioritize and complete daily tasks and address production issues.
• Lead business critical technical strategic projects.
• Lead the development of tools and monitoring.

Qualifications
• 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.
• Exceptional written and spoken communication skills and the ability to remain calm, composed, and customer-focused.
• Programming experience in Java or C++ and/or strong scripting skills (Ruby, Bash, or Python).
• Experience supporting web applications in Java, Tomcat stacks.
• Experience with Observability tools - DataDog, Splunk, Catchpoint, Light Step, Imply, etc.
• Experience investigating, improving and fixing complex systems and applications on *nix platforms.
• Experience using source control, bug tracking, and ticketing systems in a team environment.
• Experience in 24×7 production operations and participation in a periodic on-call rotation.
• Experience establishing processes and measuring results of those processes.
• Experience building scalable systems with very high levels of concurrency and transactions.
• Experience in real-time databases (such as Oracle, Cassandra, Aerospike, etc).
• Experience developing applications on Unix/Linux platforms.
• Capable of quickly inspecting 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.
• DevOps mentality with ample automation experience.
• Understanding of Service Operations and ITIL principles and processes.
• Strong experience in public cloud services and deployment in AWS including EC2, EKS, CloudFormation, Code Pipeline, and Lambda.
• Self-starter and able to work with limited supervision.

Preferred qualifications
• MS degree and/or 6+ years relevant work experience, including in a high-volume or critical production service environment as well as experience leading short projects.
• 2+ years of technical leadership and/or management experience, leading engineering teams and mentoring others.
• Experience in EKS & K8.
• Experience working in a highly available finance, or revenue sensitive environment, with e-commerce and payment processing on a global scale.
• Excellent analytical skills, coupled with a strong sense of ownership, urgency, and drive.
• Good understanding of software development and quality assurance processes.
• Experience in developing cross-platform code.
• Experience with Java Application Servers/Containers.

Jobcode: Reference SBJ-r1ykzm-18-118-9-7-42 in your application.