Technical Operations Manager

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.

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

Qualifications & Skills

• 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

Salary Range: $90,000 - $125,000 (Base Salary + Bonus)

As a candidate for this position, your salary and related aspects of compensation will be contingent upon your work experience, education, skills, and any other factors MLB considers relevant to the hiring decision. In addition to your salary, MLB believes in providing a competitive compensation and benefits package for its employees.

Top MLB Perks & Benefits

• Competitive Benefits Package
• Company 401K Contribution
• Paid Time Off and Holidays
• Paid Parental Leave
• Access to Free Tickets to Baseball Games & MLB.TV
• Discounts at MLB Store | MLBShop.com
• Employee Assistance Programs (EAP)
• Onsite/Online Training & Development Programs
• Tuition Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Pet Insurance