Technical Operations Manager

Job description

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 cause...