Technical Operations Manager
New
M
MLB (Job Board Only)Streaming media
Remote, USAFull-TimeManager
Salary90,000 - 125,000 USD per year
Apply NowOpens the employer's application page
Job Details
- 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
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
View Full Description & ApplyYou'll be redirected to the employer's site
