Technical Operations Center Manager

Join to apply for the Technical Operations Center Manager role at Universal Music Group . Job Summary Universal Music Group (UMG) is the world’s leading music company, operating across recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans worldwide. About the Role As a Technical Operations Center (TOC) Manager, you will be one of three global managers operating within a “Follow the Sun” model, ensuring continuous 24/7 coverage and operational excellence across our technical infrastructure. You will lead and mentor a team of technical professionals, optimize daily operations, and manage critical incidents to minimize service disruption. Responsibilities Daily Operations & Optimization Oversee day‑to‑day activities of the TOC, ensuring systems, services and infrastructure run reliably 24/7. Develop, implement and optimize operational procedures and workflows to enhance efficiency. Monitor system performance trends, proactively identifying and addressing issues to minimize downtime. Manage the implementation and maintenance of Service Level Objectives (SLOs) and Service Level Agreements (SLAs) with UMG business units, IT groups and vendors; measure and report on these metrics regularly. Drive automation of repeatable processes using AI and SRE methodologies to reduce toil. Major Incident Management Own and coordinate major incident response, acting as the central point of contact during critical outages. Lead investigation activities, facilitate communication and ensure rapid resolution or workaround implementation. Collaborate with engineering, IT and third‑party vendors to resolve complex issues and restore services promptly. Team Management & Leadership Lead, mentor and develop a team of TOC specialists, fostering accountability and continuous improvement. Manage engagement, performance and development of direct reports, including hiring, training and scheduling. Provide guidance to ensure high‑quality service delivery and adherence to operational standards. Establish and sustain performance standards across all shifts, promoting a positive work environment. Effective Handoffs & Global Coordination Facilitate seamless handoffs between shift teams in a “Follow the Sun” model, ensuring continuity of operations. Define clear handover protocols and procedures so that all essential information is covered during every transition. Ensure that ongoing tasks, issues and special instructions are accurately conveyed to the incoming shift. Skills & Abilities Deep technical knowledge of infrastructure operations. Ability to assess faults, prioritize, respond and elevate accordingly. Effective time management and prioritization skills. Willingness to learn and develop new skills. Proactive approach to improving existing systems and processes. Strong customer‑service orientation with a proactive, can‑do attitude. Ability to remain calm and execute in emergency response environments. Experience Minimum twelve years of experience in the computer industry, including at least six years in an IT management role with similar responsibilities; proven leadership in a technical operations center. Thorough knowledge of IT operations, best practices and industry trends. Professional ITIL‑based problem‑solving approach including root‑cause analysis and corrective action. Proven experience supporting mission‑critical infrastructure and applications at a global scale. Ability to work effectively within and across diverse global teams. International experience preferable; additional languages a plus. Education BA/BS degree in an IT‑related field or equivalent combined education and experience. Industry‑standard IT certifications; ITIL certification strongly desired. Benefits Universal Music Group is an Equal Opportunity Employer. Universal Music is committed to fostering diversity and inclusivity as an equal‑opportunity employer. We encourage applicants from all backgrounds. Diversity & Inclusion At Universal Music we are committed to fostering diversity and inclusivity as an equal opportunity employer. We encourage applicants from all backgrounds to apply for our roles regardless of gender, race, ethnicity, nationality, age, sexual orientation, gender identity, intersex status, marital or family status, neurodiversity, religion or belief, disabilities, or socio‑economic background. We also encourage people from all cultural backgrounds, including First Nations people. Disclaimer This job description is intended to outline the major responsibilities and duties. Responsibilities may evolve as the business grows. This description is indicative, not definitive or exhaustive. Job Category Technology #J-18808-Ljbffr