Global IT Support Engineer
Why PlayStation?
PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, acclaimed PlayStation software titles from PlayStation Studios, and more.
PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.
The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Group Corporation.
Organization & Team
As a member of the IT End User Service team, which provides the IT environment that enables PlayStation employees to perform at their best, you will be responsible for IT services in Japan and the Asia region (Singapore, Korea, Taiwan, Hong Kong, China).
While collaborating closely with global IT teams including the US and UK, you will provide high-quality IT support across the region and promote service quality improvement and operational enhancements.
About This Position
In this position, you will lead the overall operation and improvement of IT support services in Japan and the Asia region.
In addition to managing the operation of the IT support desk, this is a position where you will drive the advancement of IT services from both regional and global perspectives, including improving service quality, standardizing business processes, implementing global IT programs, and establishing a 24-hour (Follow the Sun) support structure.
Furthermore, you will manage external vendors of approximately 20–30 people to ensure the delivery of stable IT services and continuous improvement.
Key Responsibilities
Management of IT support desk operations, goal setting, and PDCA cycle management
Creation of reports related to IT support operations, improvements, and regular reporting to management
Planning and execution management of Windows/Mac PC kitting operations
Planning and execution management of various PC equipment asset management and inventory
Collaboration with global IT support teams (US/UK)
Leading new implementation projects for various global IT programs
Regular collaboration with IT support teams in overseas locations such as the US and UK, and launching a global 24-hour (Follow the sun) system
Management of the IT support team (managing external vendors of 20–30 people, budget management, man-hour management, and operational management)
Experience Gained in This Position
Experience in IT service management covering the entire Japan and Asia region
Experience collaborating with global IT teams including the US and UK
Experience leading the standardization, improvement, and operation of large-scale IT services
Experience driving global IT projects and the introduction of new services
Organizational management skills through vendor management and service management
Required Skills & Experience
■ Mandatory Requirements
Practical experience in business design, implementation, operational management, and continuous improvement in IT service management (approximately 5+ years)
Experience in operating an IT service desk or end-user support organization
Experience in vendor management and service quality management
Experience in driving IT projects
Bachelor's degree or equivalent qualification/experience
■ Language Skills
Japanese: Native level
English: Level capable of smooth communication via email and online meetings with members at overseas locations (US, UK, Singapore, Taiwan, Korea, Hong Kong, China, etc.)
While a TOEIC score of approximately 730 or higher is a guideline, we prioritize practical English communication experience.
■ Preferred Requirements
Practical experience as a System Engineer
IT-related certifications such as ITIL, PMP, CMMI, IPA IT Service Manager, Certified Scrum Master, Fundamental Information Technology Engineer Examination, Applied Information Technology Engineer Examination, CompTIA A+, MCSA, ACMT, MTA, etc.
■ Ideal Candidate Profile
Individuals who can proactively work on improving IT service quality and continuous improvement
Individuals who can communicate smoothly with diverse stakeholders and build relationships of trust
Individuals who can collaborate in a global environment while respecting different cultures and ways of working
Individuals who can discover issues themselves and drive improvements by involving those around them
Individuals who maintain a user perspective and work with passion to provide IT services that support the PlayStation business
Equal Opportunity Statement:
Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity, trade union membership 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.
PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.