Technical Operations Manager

MLB (Job Board Only)

About The Position

The Technical Operations Manager will lead MLB's Tier 1 streaming support team, ensuring the round-the-clock reliability and performance of MLB's live and on-demand video products. This role is responsible for managing a team of Technical Operations Analysts, driving operational excellence, and serving as an escalation point and cross-functional liaison across Engineering, SRE, Network Operations, and Baseball Operations. The ideal candidate is a hands-on technical leader who can balance day-to-day team management with a strategic focus on process improvement and service quality.

Requirements

Bachelor's degree in Computer Science, Information Technology, or equivalent field or work experience
4+ years of experience in technical support or operations roles, with a focus on streaming media products
1–2+ years in a lead or supervisory capacity managing technical teams, including shift-based or 24/7 environments
Deep understanding of streaming technologies including CDNs, video QoS/QoE tooling, and media pipeline architecture
Proven ability to manage escalations, coordinate cross-functional response, and drive incidents to resolution
Strong written and verbal communication skills — able to represent technical context to both engineering teams and senior leadership
Willingness to work in shifts, including nights and weekends, as part of a 24/7 support team

Responsibilities

Directly manage a team of Technical Operations Analysts, including hiring, scheduling, performance reviews, and professional development
Own shift scheduling and coverage planning to maintain 24/7 support operations, including nights and weekends
Serve as the primary escalation point for complex or high-severity incidents affecting MLB's streaming platform
Monitor overall service health across Media Pipeline, Consumer Streams, Platform Availability, CDNs/Traffic Steering, and Failover/Disaster Recovery domains
Lead post-incident reviews and drive the identification of root causes, corrective actions, and systemic improvements
Partner with SRE, Baseball Operations, Network Operations, and Media Product & Software Engineering to resolve recurring issues and close feedback loops
Develop and refine team processes, runbooks, and escalation playbooks to improve response time and consistency
Track and report on team KPIs including incident response time, resolution rate, and service availability metrics
Foster a collaborative team culture focused on knowledge sharing, continuous learning, and high accountability