Technology Systems and Operations Manager - Technology Systems and Operations, Creative

| ROLE

Netflix is redefining interactive and cinematic entertainment. The N‑Tech Manager, Technology Systems and Operations (Creative Tech), plays a pivotal role in enabling seamless, secure, and scalable technology experiences for our Games and VFX production teams globally. This leader drives innovation in creative technology support, automates workflows, and elevates operational excellence to empower Netflix’s Games and VFX studios. You will be responsible for the operation, integration, and continuous evolution of technology services that support Netflix’s creative production teams. You will refine technical support models, drive automation, and enhance services that underpin Games and VFX production. You’ll also manage internal teams and managed service providers (MSPs) to deliver high‑quality support while fostering innovation and efficiency.

| RESPONSIBILITIES

• Strategic Leadership & Technology Vision

  • Act as a key strategic partner to Games and VFX studio leadership and cross-functional business units, aligning technology support roadmaps with long-term studio goals to drive innovation, efficiency, and seamless integration of Games and VFX production workflows.

  • Define and execute a technology operations strategy that enhances Games and VFX production efficiency, leveraging automation and technology-first proactive support models to align with Netflix’s Games and VFX studio growth and the N‑Tech Learning Engine framework.

  • Build and develop a high-performing team, fostering an environment of growth, technical excellence, and innovation while leading the evolution of technical support services, ensuring scalability, security, and operational excellence.

  • Champion user-centric, efficient technology experiences across all Games and VFX studio operations.
     

• Operational Management & Service Excellence

  • Oversee daily operations of the Technology Systems and Operations Specialist (TSOS) team, ensuring optimal coverage and performance at all times.

  • Proactively remove roadblocks for the team by optimizing support workflows, automating troubleshooting, and leveraging real-time analytics to enhance the technology support experience.

  • Implement best practices for technical support, issue resolution, and incident management, ensuring rapid response and minimal disruption to Games and VFX studios.

  • Establish and refine operational procedures, leveraging data-driven insights to optimize efficiency and scalability while ensuring optimal resource utilization.
     

• Collaboration & Technical Integration

  • Act as a strategic partner to Games and VFX studios, engineering teams, enterprise operations, and strategic sourcing teams, aligning technology roadmaps with business objectives.

  • Collaborate with cross-functional teams to improve supportability and proactively address recurring technology challenges across Games and VFX production pipelines.

  • Ensure seamless integration of Netflix-owned and third-party Games and VFX tools, including emerging GenAI/GenMedia solutions, supporting efficiency, innovation, and secure, scalable creative workflows

  • Partner with engineering and product teams to gather feedback and provide insights, driving continuous improvement.

  • Drive alignment across teams by standardizing support processes and ensuring consistency in operational execution.

  • Develop root cause analysis reports, identify trends, and implement proactive solutions with the Workforce Productivity teams to mitigate recurring issues.

  • Serve as the primary escalation point for complex technical issues, ensuring timely resolution through collaboration with engineering, platform, and infrastructure teams.

  • Develop and conduct training programs for internal teams and external partners, promoting best practices and technological literacy.

| NECESSARY SKILLS & EXPERIENCE

• 10+ years’ experience managing technical operations or technology support in Games, VFX, animation, or similar production environments, with at least 5 years in a leadership or managerial role.

• Deep understanding of Games and/or VFX pipelines, real-time rendering, and DCC and engine tools (e.g., Maya, Nuke, Unreal Engine, Unity)

• Strong understanding of studio network architecture, high-performance storage solutions, and cloud-based Games and/or VFX production environments.

• Hands-on experience with Games/VFX tools, pipelines, automation, and other related systems.

• Proficiency with remote and virtualized workstation technologies (Teradici, Parsec, Citrix, VDI).

• Excellent cross-functional leadership and problem-solving skills, with the ability to bridge gaps between creative and technical teams.

• Ability to work independently and drive alignment amid ambiguity with minimal supervision.

• Ability to translate complex technical challenges into actionable strategies for executives, developers, and creative teams.

• Experience making informed, agile decisions and executing them quickly at the global/regional level.

• Expertise in utilizing metrics and data to analyze and assess business priorities, drive decision-making, set strategy, and measure success in achieving organizational goals.

• Proficiency with JIRA, Confluence, Tableau, Zendesk, and other ITSM tools.

• Experience working with distributed and remote teams in a global Games/VFX production environment.

• Ability to represent the greater organization’s mission and vision to teams and stakeholders.

• Passion for games, VFX, animation, and entertainment technology.

• Flexibility in working hours to meet the needs of the business.