About the Role

As the Senior Director of Technical Operations, under MLB’s Technology Infrastructure team, you will closely collaborate with various departments within the organization to support MLB’s streaming products and services powering MLB.TV. In this role, the candidate will be responsible for working in technical operations, supporting the reliable operation of our streaming services, spanning from content acquisition to user delivery.

The ideal candidate will have at least 10+ years of experience, with a focus on operational excellence, incident management, and enhancing user experience.

Responsibilities

• Oversee the day-to-day live operations of our digital media platform, ensuring high availability and optimal user experiences.
• Accountable for initial monitoring, triaging, and incident management in real-time, ensuring rapid response and resolution.
• Coordinate closely with MLB’s Broadcast Technology Center, SRE (Site Reliability Engineering), Media Engineering, and Infrastructure Engineering, including preparation, execution, and post-incident analysis.
• Coordinate closely with technology teams to develop and refine runbooks, tooling, and procedures centered on efficient incident response and maximizing uptime and customer experience.
• Monitor service health, triage & troubleshoot technical issues, and engage & escalate across various domains, including: Media Pipeline, Consumer Streams, Platform Availability, CDNs/Traffic Steering, and Failover/DR.
• Play a pivotal role in incident command, utilizing your expertise in Enterprise Incident Management and ITIL concepts.
• Define and track key incident KPIs (ie. response activities, time to resolution, trend analysis, etc.).
• Drive continuous improvement in live operations by analyzing operational data, identifying trends, and implementing solutions to enhance efficiency and effectiveness.
• Craft and disseminate detailed communications to stakeholders, including executive summaries and real-time updates during critical incidents.
• Contribute to the development and refinement of operational tools and systems, with a focus on customization and scalability.
• Provide mentorship to team members and ensure they have the skills and resources to help foster a culture of excellence and collaboration.
  
  

Qualifications

• Minimum of 10 years of experience in technical operations, with a specific focus on digital/live service operations.
• Knowledge of Content DIstribution Networks (CDN), traffic policies, and real time Quality of Experience (QoS/QoE)
• Proven track record of managing high-stakes, real-time operational environments.
• Strong leadership and team management skills, with experience overseeing diverse and geographically dispersed teams.
• Proficient in incident management and response.
• Familiar with GCP and AWS cloud infrastructure platforms.
• Familiarity with PagerDuty, DataDog, ServiceNow, FireHydrant, Conviva, and FireHydrant
• Exceptional communication skills, capable of engaging with both technical teams and executive stakeholders.
• Analytical and data-driven, with a focus on leveraging operational insights for continuous improvement.
• Ability to work in a fast-paced, 24/7 operational environment

Per the NYC pay transparency law, the hiring range for this position is $170,000 - $195,000

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, skills and any other factors Major League Baseball (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. MLB offers employees a full range of best in class benefits with no employee contributions towards medical, dental, and vision coverage premiums, as well as incentive and recognition programs, life insurance and automatic employer 401k contributions. All benefits are subject to eligibility requirements and the terms of official plan documents which may be modified or amended from time to time.