What you’ll be doing:

In this role you will be responsible for helping with the day to day operations of the “core support channel’s” that the business and engineers use to help escalate critical and non-critical issues for the PlayStation environment . This role will also be monitoring critical data collection tools that are used to help the NOC be proactive in making sure the availability of the the platform is maintaining the five 9’s 99.999% for up time.

• Great customer service skills is key for this role in 2 main focus areas; chat rooms and phone / bridge call etiquette. 
• At times there will be a need to facilitate and  coordinate with engineers, vendors, and executive management on both chat and conference bridge calls simultaneously.
• Having the ability to quickly make decisions on the fly will be critical as well as creating incident channels and conference bridges to help evaluate possible impacts happening to the platform within any given moment.

What we’re looking for:

• ChatOps experience (Slack) - Creating channels / coordinating resources / engaging customers primarily through the Slack
• Customer service - working with customer service reps to high level engineers
• ServiceNow
• Confluence / JIRA
• IP knowledge - subnetting and general IP concepts like subnetting etc.
• Light Active Directory experience
• Basic security experience - helping with password unlocks / helping users create tickets and directing them to SOPs/ Runbooks to resolve their issues
• Working on Project in a Team format and also alone – keeping yourself on track by finishing your assignments on time or early
• Experience with Office360 – Word – Outlook – Excel – MS suite etc…

Nice to Have:

• Streaming knowledge for games using MS Teams or other applications
• Event management - using an alert system BigPanda / or other event management systems / taking ownership of alerts and troubleshooting them using Runbook’s /SOPs
• Basic Knowledge in Splunk/ Datadog
• Basic Knowledge in API concepts and applications
• ITIL experience in:
• Incident Management
• Problem Management
• Change Management

Additional Attributes:

• AWS knowledge / Kubernetes / or any other cloud technology
• Good understanding of software development processes.
• Familiarity with open-source technologies
• Client-side database programming experience with SQL, Perl would be a plus.
• A high school diploma or GED

Preferred Experience / Education:

• Three to five years or relevant experience
• A degree from a four-year college (i.e., BA. BS)

Benefits:

• Discretionary bonus opportunity
• Private Medical Insurance
• Dental Scheme
• London Allowance (if applicable)
• 25 days holiday per year
• On Site Gym
• Subsidised Café
• Free soft drinks
• On site bar
• Access to cycle garage and showers