We are seeking a Manager of Technical Operations Support (TOS) and Hardware Fleet Operations (HFO) to lead two critical teams responsible for operational support, hardware reliability, and the scalability of our global infrastructure. This role ensures seamless coordination between global support operations and localized technical expertise, enabling both rapid issue resolution and long-term system stability. By connecting distributed teams with deep technical operations, this leader plays a key role in delivering reliable, world-class cloud gaming experiences at scale. This role is based in Aliso Viejo, CA. **Key Responsibilities** This role is responsible for leading two complementary but distinct functions: - A globally distributed Technical Operations Support (TOS) team, providing 24/5 operational coverage across regions - A U.S.-based Hardware Fleet Operations (HFO) team, focused on Linux-based hardware systems and deeper technical troubleshooting The ideal candidate will balance global team leadership, operational rigor, and technical depth, ensuring seamless support coverage, strong cross-regional coordination, and high-quality hardware operations. **Team Leadership & Development** - Lead, mentor, and develop both a globally distributed TOS team and a locally based HFO team, adapting leadership approaches to meet the needs of each group. - Establish clear performance expectations, provide ongoing coaching, and support career growth. - Manage staffing, scheduling, and coverage models, ensuring effective follow-the-sun operations and strong regional handoffs. - Foster a culture of accountability, collaboration, and continuous improvement across geographies. **Technical Operations Support (TOS)** - Oversee ticketing operations across regions, ensuring SLA adherence and consistent support quality. - Drive effective cross-regional handoffs, communication, and escalation management. - Ensure Standard Operating Procedures (SOPs) are well-documented, consistently followed, and globally aligned. - Monitor operational metrics and implement improvements to increase efficiency and reliability at scale. **Hardware Fleet Operations (HFO)** - Lead a California-based team responsible for supporting Linux-based hardware systems across the global fleet. - Oversee advanced troubleshooting efforts that go beyond documented workflows. - Partner closely with engineering teams to investigate recurring issues and improve system stability. - Ensure operational readiness and supportability of hardware platforms, including lifecycle considerations. **Operationalization & Continuous Improvement** - Drive the transition of operational responsibilities from engineering into TOS and HFO, ensuring scalability and long-term ownership. - Establish and maintain high-quality runbooks, SOPs, and troubleshooting documentation across both teams. - Identify and implement opportunities for automation, including lightweight scripting to reduce manual effort. - Enable TOS to handle repeatable tasks by improving documentation, tooling, and knowledge transfer from HFO. **Cross-Functional Collaboration** - Act as a key liaison between support, engineering, infrastructure, and other internal teams. - Serve as an escalation point for complex or high-impact operational issues. **Who We Are Looking For** - 5+ years of experience in Technical Operations, IT Support, or Infrastructure Operations, with at least 2+ years in a leadership role. - Experience managing distributed or global teams, including handling time zone coordination and operational handoffs. - Strong understanding of SLA-driven support environments and ticketing systems. - Hands-on experience with Linux systems and troubleshooting in production environments. - Experience supporting or managing hardware infrastructure or fleet operations. - Proven ability to lead in a fast-paced, high-availability environment. - Strong communication skills across technical and non-technical audiences. - A mindset rooted in Extreme Ownership, with a focus on accountability and results. **Preferred Qualifications** - Experience managing follow-the-sun or 24/5 operations models. - Familiarity with Jira, Confluence, ServiceNow, or similar platforms. - Experience with scripting or automation (e.g., Bash, Python). - Background in cloud, streaming, or large-scale distributed systems.