Technology Operations Analyst

As a Technical Operation Analyst, working with MLB's Technology Infrastructure team, you will play a critical role in ensuring the seamless operation of our MLB's streaming media products. This role is specifically focused on providing Tier 1 support for both live and on-demand video services, contributing to the overall reliability and performance of our streaming platforms. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for delivering high-quality streaming experiences to our fans around the globe.
CANDIDATE PROFILE
Education and Experience

• Bachelor's degree in Computer Science, Information Technology, or equivalent related field or work experience
• 2+ years of experience in a technical support or operations roles, with a focus on streaming media products preferred
• Understanding of streaming technologies including Content Delivery Networks (CDN), video Quality of Service / Experience tooling and metrics / analytics
• Problem-solving skills and ability to work under pressure in a fast-paced environment
• Strong written and verbal communication skills, with the ability to convey technical information to both technical and non-technical stakeholders
• Willingness to work in shifts, including nights and weekends, as part of a 24/7 support team

ESSENTIAL FUNCTIONS

• Act as the first point of contact for technical issues related to MLB's streaming platform
• Monitor and respond to alerts, incidents, and service requests in a timely and efficient manner
• Troubleshoot and resolve issues, providing clear and concise communication throughout the resolution process
• Work closely with other teams including SRE, Baseball Operations, Network Operations, and Media Product & Software Engineering teams to address technical issues and provide feedback on recurring issues or areas for improvement
• 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 / Disaster Recovery
• Collaborate with other support team members to share knowledge and improve processes and contribute to the efficiency and effectiveness of the Technical Operations Center

Per the NYC pay transparency law, the hiring range for this position is $70,000 to $90,000.
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.