Technical Operations Manager

Roku•Stamford, CT

12h•Hybrid

About The Position

We are looking for a Technical Operations Manager to lead a team of engineers who monitor, triage, and resolve platform issues 24/7. This role requires someone who is equally comfortable diving deep into a production incident and running a cross-functional launch war room. You will manage SLAs, own launch readiness for high-visibility events, drive automation initiatives, and serve as an escalation point for partner teams including Engineering, Content Operations, Live Operations, Advertising, and Rights Management.

Requirements

5+ years of experience in technical or platform operations within a streaming, media, or consumer technology environment
2+ years of leading technical teams, including geographically distributed or contractor-based teams
Deep familiarity with ad delivery operations, including monitoring ad fill rates and working across SSAI and client-side ad insertion workflows
Hands-on experience with monitoring and alerting tools such as Datadog, PagerDuty, or equivalent platforms
Proven ability to lead high-pressure incident triage and cross-functional escalation across engineering and business teams
Experience managing launch readiness for live or high-profile events, including war room coordination and runbook ownership
Strong understanding of CDN architecture and capacity planning in a video streaming context
Ability to translate technical issues into clear business impact for non-technical stakeholders
Track record of building or improving automation to reduce manual operational overhead
Excellent communication and prioritization skills in a fast-paced, always-on environment
Willingness to support on-call coverage, including evenings and weekends for critical launches or incidents
Bachelor's degree or equivalent work experience
Willingness to work flexible hours, including evenings and weekends, to meet project deadlines and support critical operations.

Responsibilities

Lead and develop a team of Technical Operations Engineers across multiple time zones, including global contractors
Oversee 24/7 platform monitoring through the Technical Operations Control Center (TOCC), ensuring alerts are triaged and escalated with urgency and accuracy
Own the end-to-end incident management process — from initial triage through escalation, stakeholder communication, resolution, and post-mortem
Manage and enforce SLAs across priority tiers, ensuring Engineering and business stakeholders are kept informed throughout issue lifecycles
Lead war room execution for P0/P1 launches, driving readiness reviews, runbook preparation, and day-of coordination with cross-functional teams
Coordinate CDN and internal infrastructure capacity planning in advance of high-visibility events, maintaining relationships with CDN partners
Partner with Engineering to prioritize production bugs, advocate for platform stability improvements, and reduce operational toil
Drive automation initiatives that reduce manual monitoring, streamline escalation workflows, and improve team efficiency at scale
Collaborate closely with Content Operations, Live Operations, Advertising Operations, Platform Operations, and Engineering to ensure smooth content delivery and issue resolution across all platforms
Represent Technical Operations in cross-functional launch planning, ensuring the team is engaged 30 days prior to major events
Define and maintain escalation paths, runbooks, and operational documentation for the team