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.

About the 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 working closely with global IT teams including the US and UK, you will provide high-quality IT support across regions, while also driving service quality improvements 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 an external vendor of approximately 20–30 people to ensure the delivery of stable IT services and continuous improvement.

Main Responsibilities

• Management of IT support desk operations, goal setting, and PDCA cycle management
• Creation of reports related to IT support operations, implementation of improvements, and regular reporting to management
• Planning and execution management of Windows/Mac PC kitting operations
• Planning and execution management of asset management and inventory for various PC equipment
• Collaboration with global IT support teams (US/UK)
• Leading new implementation projects for various global IT programs
• Regular collaboration with IT support teams at overseas locations such as the US and UK, and establishing 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 to be 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 and Experience

■ Mandatory Requirements

• Practical experience in business design, implementation, operational management, and continuous improvement in IT service management (approximately 5 years or more)
• 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, online meetings, etc., 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 experience in English communication.

■ 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

• Someone who can proactively work on improving IT service quality and continuous improvement
• Someone who can communicate smoothly with diverse stakeholders and build relationships of trust
• Someone who can collaborate in a global environment while respecting different cultures and ways of working
• Someone who can discover issues independently and drive improvements by involving those around them
• Someone who maintains a user perspective and works 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.