- 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