Welcome to Warner Bros Discovery the stuff dreams are made of Who We Are When we say the stuff dreams are made of we re not just referring to the world of wizards dragons and superheroes or even to the wonders of Planet Earth Behind WBD s vast portfolio of iconic content and beloved brands are the storytellers bringing our characters to life the creators bringing them to your living rooms and the dreamers creating what s next From brilliant creatives to technology trailblazers across the globe WBD offers career defining opportunities thoughtfully curated benefits and the tools to explore and grow into your best selves Here you are supported here you are celebrated here you can thrive Your New Role Warner Bros Discovery is a global fast-paced entertainment and media company which continues to grow around the world as well as across emerging platforms The Global Technology Operations Center GTOC department consists of several teams that work together with a one-team approach from our HCC location Hyderabad India We are the first point of contact as well as owners of Major IT Incident Incidents This means Analysts within GTOC teams are also responsible for initiating the Major IT Incident process and procedures to support our Platform Infrastructure TOC Teams 1st Line Network Platforms 2nd Line Network Platforms Cloud Domain Mgmt Digital Platform Support Operations Distribution Operations Reporting to an Operations Manager carrying out the responsibilities of an Infrastructure Analyst but also providing additional technical support to the rest of the team based on their expertise The role holders will be a point of escalation for the Infrastructure Analysts and will also be accountable for the training and development of the teams This is a fast pace ever evolving role which is required to provide key support for the Operations Manager running and participating in major Incidents chairing and managing some of WBD s key event bridges but also be the main Go To for engineers and Operations managers They must be able to cope well under pressure and provide mentoring to the rest of the team PERATIONS Act as the initial point of escalation for the team for all technical issues queries Ensure all logged incidents and client production team queries are dealt with accordingly and within agreed SLAs daily Work alongside Managers and Shift Leads to drive continual team process and skills improvement from feedback and analysis Act as a super-user for new application process onboardings prepare detailed and clear documentation and then offload knowledge process to the rest of the team Assist the Operations Manager in defining documenting and maintaining the team s daily tasks housekeeping Carry out oversee training for new starters hires Help the Shift Leads to maintain team skills grids ensuring staff are current and sufficiently prepared to support stakeholder requirements Drive creation of post-incident analysis and documentation of Correction of Error report Crisis and Incident Management Aid and occasionally handle major incidents across all WBD s platforms in line with the department s major incident management process Capability of monitoring and supporting all WBD technical infrastructure Responsible for monitoring and providing 1st line Tier 1 support of WBD s network infrastructure Digital and Distribution Services across 50 offices and production centers globally This function supports the business 24 x 7 x 365 Incumbent will be expected to work shifts including weekends and night shifts Qualifications Experiences 5 years Knowledge and experience working with network management tools such as configuration management network health check tools log collectors is a plus Experience using SolarWinds Dataminer and other monitoring systems Experience working with Cisco Routers Switches Juniper Palo Alto firewalls AWS Aruba F5 cloud and infrastructure monitoring troubleshooting Experience with ITIL principles Bachelor s degree in information technology Information Systems Computer Science or Engineering or related field or equivalent experience Ability to lead staff during an incident and through to resolution Strong analytical and problem-solving skills Excellent English written and verbal communication skills Ability to implement new processes and procedures ensuring staff is properly trained Ability to negotiate staffing requirements and schedules to ensure 24x7x365 business requirements are met Not Required but preferred experience Must be working in WBD for at least 6 months although 1 year is recommended Graduate Post-Graduate in IT IS CS or Engineering Crisis Escalation and Command Centre Management experience Global stakeholder and incident triage experience How We Get Things Done This last bit is probably the most important Here at WBD our guiding principles are the core values by which we operate and are central to how we get things done You can find them at www wbd com guiding-principles along with some insights from the team on what they mean and how they show up in their day to day We hope they resonate with you and look forward to discussing them during your interview Championing Inclusion at WBD Warner Bros Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives backgrounds and experiences Being an equal prospect employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit regardless of sex gender identity ethnicity age sexual orientation religion or belief marital status pregnancy parenthood disability or any other category protected by law If you re a qualified candidate with a disability and you require adjustments or accommodations during the job application and or recruitment process please visit our accessibility page for instructions to submit your request