Senior Manager, Service Reliability/Software Engineering

Role Overview:

The PlayStation Store and Commerce platform sits at the center of how millions of players around the world discover, purchase, and engage with PlayStation content.  Our Technical Operations organization is responsible for ensuring these experiences remain highly available, resilient, performant, and ready to support some of the largest entertainment launches in the world.

We are looking for a Senior Engineering Manager to lead our Discover Operations (Site Reliability Engineering - SRE) and Sustainability Engineering teams, combining SRE, operational excellence, and full-stack software engineering to improve both the day-to-day reliability and long-term sustainability of the PlayStation platform.

As Senior Engineering Manager, you will lead a team of Site Reliability and Software Engineers responsible for the reliability, resilience, and sustainability of critical services supporting the Discover experience across the PlayStation ecosystem and beyond.

Your teams will partner closely with product engineering, architecture, security, program management, and other technical operations teams to ensure our platforms are prepared for both everyday customer demand and major global business events.

This role goes beyond traditional production operations. You will help evolve how we operate our platforms,  moving from reactive support toward proactive, data-driven, and increasingly adaptive operations leaning into the latest technology trends such as machine learning and AI.

You will also lead our Sustainability Engineering efforts, leading full-stack development teams to modernize and sustain critical customer experiences across PlayStation platforms while reducing operational complexity, technical debt, and long-term risk.

What You’ll Be Doing:

• Own the reliability, availability, performance, and operational health of customer-facing PlayStation Store platforms, including Catalog, Entitlements, Search, and Storefront experiences.
• Establish and evolve SRE practices across observability, SLOs, capacity, resilience, automation, incident management, and operational readiness.
• Partner with development teams to build reliability and operability into the software lifecycle, improving production readiness and reducing operational risk.
• Lead operational readiness for major launches, seasonal events, and high-traffic business moments, ensuring platforms are tested, scaled, monitored, and prepared.
• Drive continuous improvement through incident learning, automation, and systemic remediation, reducing operational toil and improving platform resilience.
• Lead Sustainability Engineering and modernization efforts, addressing technical debt, lifecycle management, and legacy technology retirement.
• Leverage telemetry, operational data, and emerging AI/ML capabilities to identify risk and advance proactive, adaptive operations.
• Develop engineering roadmaps balancing immediate operational needs with long-term reliability, modernization, and sustainability investments.
• Recruit, mentor, and develop engineers and engineering leaders while fostering a culture of ownership, technical excellence, continuous improvement, and customer focus.
• Build strong cross-functional partnerships and clearly communicate technical health, risk, priorities, and investment needs to engineering and senior leadership.

What We’re Looking For:

• Significant experience leading software engineering, SRE, production engineering, or technical operations teams supporting large-scale distributed systems.
• Demonstrated experience managing and developing high-performing teams, including line managers, senior, and staff-level engineers.
• Strong understanding of SRE principles and practices, including availability, SLOs/SLIs, observability, incident management, capacity planning, resilience, and automation.
• Experience operating high-volume, customer-facing platforms where reliability and performance directly impact customers and the business.
• Strong technical background with the ability to engage with engineers and architects on system design, scalability, reliability, and operational tradeoffs.
• Experience partnering with software development teams to improve operability, production readiness, and resilience throughout the software lifecycle.
• Proven ability to lead through complex production incidents and drive systemic improvements through post-incident learning.
• Experience developing and executing multi-quarter technical strategies and engineering roadmaps.
• Strong communication and cross-functional leadership skills, with the ability to translate complex technical issues and risks for technical and executive audiences.
• Experience with cloud-native technologies such as AWS, Kubernetes, Terraform, CI/CD platforms, and modern observability tooling.

Nice to Have:

• Experience supporting commerce, e-commerce, payments, digital storefronts, or large-scale consumer platforms.
• Experience leading modernization or Sustainability Engineering programs for mature or legacy platforms.
• Experience designing or operating multi-region, highly available distributed architectures.
• Familiarity with security, compliance, vulnerability, and operational risk management at scale.
• Experience applying AI/ML, intelligent automation, or advanced analytics to operational engineering challenges.
• Experience preparing platforms for major global events and unpredictable traffic patterns.