Manager-Technical Operations Center (TOC)

2K is headquartered in Novato, California and is a wholly owned label of Take-Two Interactive Software, Inc. (NASDAQ: TTWO). Founded in 2005, 2K Games is a global video game company, publishing titles developed by some of the most influential game development studios in the world. Our studios responsible for developing 2K’s portfolio of world-class games across multiple platforms, include Visual Concepts, Firaxis, Hangar 13, CatDaddy, Cloud Chamber, 31st Union, HB Studios, and 2K SportsLab. Our portfolio of titles is expanding due to our global strategic plan, building and acquiring exciting studios whose content continues to inspire all of us! 2K publishes titles in today’s most popular gaming genres, including sports, shooters, action, role-playing, strategy, casual, and family entertainment.

Our team of engineers, marketers, artists, writers, data scientists, producers, thinkers and doers, are the professional publishing stewards of 2K’s portfolio currently includes several AAA, sports and entertainment brands, including global powerhouse NBA®️ 2K,  renowned BioShock®️, Borderlands®️, Mafia, Sid Meier’s Civilization®️ and XCOM®️ brands; popular WWE®️ 2K and WWE®️ SuperCard franchises, TopSpin 2K25, as well as the critically and commercially acclaimed PGA TOUR®️ 2K

At 2K, we pride ourselves on creating an inclusive work environment, which means encouraging our teams to Come as You Are and do your best work! We encourage ALL applicants to explore our global positions, even if they don’t meet every requirement for the role.  If you're interested in the job and think you have what it takes to work at 2K, we encourage you to apply!

We are a fast-moving technology organization that delivers 24/7 technical operations and infrastructure support for our products, platforms, and internal systems. Our Technical Operations Center (TOC) is the frontline for stability, visibility, and action—owning live monitoring, incident response, service requests, and operational readiness across everything we run. Our teams thrive on clarity, urgency, and the relentless pursuit of operational excellence.

We’re seeking a TOC Manager to lead our global Technical Operations Center and drive a modern operations strategy that combines automation, resilience, and responsive human oversight. Reporting to the Director of Technical Operations, this leader will oversee a team that manages real-time systems monitoring, incident response, service request fulfillment, problem analysis, and launch readiness for new product rollouts. You’ll play a critical role in ensuring that our platforms perform at their best—even under pressure.

• →Lead and manage the TOC team responsible for 24/7 monitoring, service request fulfillment, incident response, escalation, and communications.
  
  
• →Design and maintain an efficient team structure and shift rotation to guarantee continuous coverage and clear incident ownership.
  
  
• →Own and optimize processes for incident management, service request triage, and problem management, aligning to ITIL-based practices.
  
  
• →Drive operational support for product launches, ensuring playbooks, monitoring, and on-call coverage are in place pre-launch.
  
  
• →Collaborate with Engineering, SRE, QA, Live Services, and Support teams to ensure end-to-end operational visibility and readiness.
  
  
• →Coordinate with Product and Program Managers to ensure TOC engagement in go-live checklists, cutover plans, and stability monitoring post-launch.
  
  
• →Define, track, and report on KPIs and operational health metrics (MTTA, MTTR, SLA adherence, service request backlog, root cause trends).
  
  
• →Champion continuous improvement across tools, runbooks, workflows, and team training—ensuring that lessons learned become implemented solutions.
  
  
• →Partner with tooling teams to identify automation opportunities and improve alerting quality and signal-to-noise ratio.
  
  
• →Maintain strong documentation across runbooks, escalation guides, and readiness templates.
  
  

• Experienced leader of 24/7 operations teams (TOC, NOC, SRE support, or similar), with a deep understanding of infrastructure operations and systems monitoring.
  
  
• Background in service request and problem management, including tracking tools and frameworks like ITSM, ITIL, or custom operational models.
  
  
• A process thinker with a bias toward automation and measurable improvement.
  
  
• Skilled communicator with the ability to drive clarity and calm in high-pressure situations.
  
  
• Proven success leading readiness for major launches, operational cutovers, or live product events.
  
  
• Strong familiarity with operational tooling (e.g., PagerDuty, Datadog, Splunk, ServiceNow, Grafana, Jira).
  
  
• Effective people leader: coaching, feedback, delegation, and team culture building.
  
  
• Detail- and data-driven: able to report on trends, drive action plans, and present insights to technical and executive stakeholders.
  
  

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