[Hiring] Technical Operations Manager @MLB

Role 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.

• 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

• 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.

Requirements

• Salary Range: $90,000 - $125,000 (Base Salary + Bonus).
• Compensation will be contingent upon work experience, education, skills, and other relevant factors.

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.