Associate Incident Management Specialist (Contract)

About the Employer

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.

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.

Associate Incident Management Specialist (Contract)

San Mateo, CA

The Incident Management Specialist is responsible for efforts around daily incident management/resolution. They will be called upon to troubleshoot customer facing issues with products on the PlayStation store, collaborate with internal partners to identify the right solution and implement the fix to ensure minimum impact to customers and company.

The Incident management Specialist is encouraged to collaborate with cross-functional teams and foster key relationships with leads from those teams. Ideal candidates will be able to work well under pressure, have a strong technical acuity, possess an unflappable commitment to a quality consumer experience. Strong attention to detail is essential.

Principle Duties / Responsibilities:

  • Coordinate with various internal and external groups, such as Content Management, QA, Customer Service, Legal, Product Marketing, 3rd Party Publisher Relations, PR, Product Development and Developer Support to address concerns regarding incidents.
  • Follow up directly with Customer Service to troubleshoot and provide technical issue resolutions.
  • Extensive research and testing of products in pursuit of product knowledge and issue resolution.
  • Provide feedback to engineering teams with steps-by-step instructions for recreating the issues related to incidents.
  • Respond to situations where standard procedures have failed to isolate or resolve issues involving product function and design as well as customer use experience.
  • Collaborate with engineering, design groups and product leads to escalate, investigate and resolve issues (defects) escalated by Consumer Services and our partners and customers.
  • Extract and Export customer data, related to reported incidents, using a data retrieval tool.
  • Coordinate and execute bulk jobs to resolve, mitigate risk to the company and customer.
  • Partner with internal teams (i.e. Content Management, Legal, etc.) to create customer facing messaging related to incident resolution.
  • Flexible approach to working hours to support global business operations; ability and willingness to work outside of traditional business hours, to support team members in different global locales (San Mateo, London, and Tokyo).

Required Knowledge / Skills:

  • Strong communications and interpersonal skills, both written and verbal.
  • Ability to multi-task, prioritize work and meet deadlines.
  • Proficiency with Microsoft Office applications (Outlook, Excel, PowerPoint and Word).
  • Must have technical writing skills to provide trouble shooting steps to technicians or engineers
  • Ability to achieve thoroughness and accuracy when accomplishing a task.
  • Must have an aptitude and passion for learning new products and technologies in depth.
  • Must speak and write in fluent English. Some Spanish and/or Japanese a plus.
  • Must know how to take and follow directives and work independently with minimal guidance while also excelling as a teammate toward a common goal.
  • Motivated to work in a cross-cultural, multi-national organization!
  • Some travel may be required.

Experience / Education:

  • 3+ years of relevant game industry experience, previous QA or Incident Management experience preferred.
  • Bachelor’s Degree in Information Technology, Engineering, Customer Service or related field preferred.
  • Minimum of 2 years of experience in diagnosing and troubleshooting consumer electronic products and systems preferred.
  • Knowledge of Salesforce (Email messaging), and collaboration tools, such as SharePoint and Confluence, is strongly preferred.
  • Previous experience with Sony products including detailed operation, functions, features and capabilities is highly desired.

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, gender identity, 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.

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.

PRIVACY NOTICE TO SIE LLC’S JOB APPLICANTS

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

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    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.
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