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 IT Operations Manager carrying out the responsibilities of an Lead Change and managing the Change Management process in the team As Shift lead the role plays an important role as both as escalation point of contact during crisis or P1s Mis bridges along with managing the team on workload allocation follow up and management needs The role works extensively across all IT Infra teams such as Network Cloud Storage Server etc business teams Salesforce HR Finance etc and leadership teams Director and VP to manage both technical escalations bridges communication and or driving resolution The role acts as Incident Manager Shift lead driving the overall crisis and incident management for key incidents and issues This is a quick-paced ever-evolving role that 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 being the main Go To for engineers and Ops managers They must be able to cope well under pressure and provide mentoring to the rest of the team Your Role Accountabilities OPERATIONS Aide and handle major incidents across all of WBD s platforms in line with the department s major incident management process Communicate with all involved stakeholders about the status of the ongoing incidents Coordinate technical bridge calls between internal teams and vendors as required Continuously update and optimize incident management procedures based on analysis and best practices Participate in post-incident analysis and documentation of the Root Cause Analysis report Analyze and report on incident trends to guide improvements in system stability and incident response strategies Make sure to notify all relevant teams about any planned works by third-party vendors through the Change Advisory Board Conduct training sessions and provide mentorship to ensure all team members are proficient in incident management processes Crisis and Incident Management Lead Incident Change Shift lead for the GTOC Team managing crisis escalations and change priorities Responsibility of monitoring and supporting all WBD technical infrastructure escalations 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 of Incident and Change Management experience with 1 year of team leadership experience ITIL V4 Foundation certificate is a must Works well under pressure Bachelor s degree in IT IS CS or Engineering Ability to lead staff operationally during an incident and through to resolution Strong analytical and problem-solving skills Excellent written and verbal communication in English Not Required but preferred experience IT Crisis Incident Commander experience at Fortune 500 companies Graduate Post-Graduate in IT IS CS or Engineering Crisis Escalation and Command Centre Management experience Global stakeholder and incident management leader experience IT Infra and or NW experience skills including Servers Citrix Database Storage Networking azure aws backup VDI etc 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 opportunity 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