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.
The Role
Reporting to the Senior Service Delivery manager, this position is critical in ensuring the implementation of the vision for the 24/7 Technology Operations Centre organizational unit. This position will ensure the delivery and support of IT Event, Incident, and Request Management processes at WBD while ensuring a culture of excellence and consistent service and supporting WBD's best-in-class distribution and infrastructure.
Highlights of the role
Utilizing strong cross-functional alignment, this position is responsible for leading unified "virtual" teams that will consist of members from multiple disciplines (Network Platform and Infrastructure Platform Operations), to form a dynamic technology-focused team capable of providing monitoring to all WBD linear and non-linear output and platforms, as well as supporting IT infrastructure. The support operation also leads WBD's response to all incidents within our infrastructure.
The organizational scope of the IT Operations Manager is day-to-day oversight of staff and services when on duty within our Hyderabad Operations Centers – staff across multiple disciplines. In addition, the role holder will manage a functional group based on their skill group (Network Operations, Infrastructure Operation) supporting multiple offices and production Centers globally.
The position is key to ensuring organizational improvements, consistently maintaining, and improving our customer feedback system, and establishing effective performance measurements to show successes and areas of opportunity.
This position is a mission-critical role in leading global Technology Operations for Core IT. As a function, it is the 24/7 Command & Control Hub for all our IT support services. Postholders will mainly work in shifts during business hours with an on-call rotation. However, during certain critical events working different shifts (including nights and weekends) will be required.
The Centers are the point of contact and owners for Major Incidents and the postholder is responsible for the execution of the Major Incident process and procedures for Enterprise Technology & Operations and the department's recovery plans. The Centers are also the focal point of contact for Global IT's response in the event of an organization-wide Major Incident.
This position is a member of the leadership team for Technology Operations and will guide the team's development and communicate the organization's direction.




Your Role Accountabilities:
1. Service Delivery & Operations Management
Ensure
24x7 operational stability
across all supported infrastructure services
Own
end-to-end service delivery for L1/L2 operations
Monitor
SLA / KPI adherence
(MTTR, SLA compliance, backlog, response times)
Drive
incident resolution efficiency
and minimize downtime
Oversee
intake channels
:
ServiceNow (Incidents, Requests)
Monitoring alerts (SolarWinds, BigPanda, PagerDuty)
Slack (TOC channels)
Shared mailbox & hotline
2. Incident & Major Incident Management
Govern
P2/P3/P4 incident lifecycle
Lead or support
Major Incident Management (MIM)
for P1/P2 outages
Ensure:
Timely escalation and stakeholder communication
Proper call bridges (Zoom/Teams) setup
Service restoration within agreed timelines
Drive
Post-Incident Reviews (PIRs)
:
Ensure
RCA quality
Validate
evidence (before/during/after outage)
Track
corrective & preventive actions (CAPA)
3. Monitoring & Event Management
Ensure effective monitoring coverage across:
Network (SolarWinds)
Infrastructure / Storage / Backup systems
Application alerts via aggregation tools
Reduce
alert noise
and improve
event correlation
Drive
proactive detection vs reactive response
Govern
alert-to-incident conversion accuracy
4. Team Management & Leadership
Manage
L1, L2 engineers and shift leads
Ensure:
Proper
shift rostering & coverage model
Attendance, leave, and WFO compliance
Conduct:
Performance reviews
Coaching & feedback (technical + behavioral)
Drive
accountability culture across managers and ICs
Handle:
Attrition risks and retention discussions
Skill development plans
5. Process Governance & Compliance
Enforce adherence to:
ITIL processes (Incident, Change, Problem)
SOPs and runbooks
Ensure
audit readiness (SOX / internal audits)
Conduct:
Ticket quality audits
Process compliance checks
Drive
standardization across shifts and teams
6. Change & Release Coordination
Govern
Change Requests (CRs)
raised by GTOC
Validate:
Change quality and risk assessment
Proper documentation and approvals
Ensure:
Minimal impact to production
Post-change validation
Collaborate with
Engineering / L3 teams
7. Stakeholder & Executive Communication
Act as
primary interface
with:
Engineering teams
Business stakeholders
Leadership (Sr. Directors, VPs)
Provide:
Daily / weekly service reports
Executive summaries (incidents, risks, improvements)
Ensure
clear, factual, and structured communication
8. Continuous Improvement & Automation
Identify and drive:
Process improvements
Automation opportunities (ServiceNow, monitoring tools)
Reduce:
Manual effort
Repeat incidents




Lead initiatives like:
Skill matrix enhancement
Knowledge base maturity
Shift handover quality improvement
9. Service Catalogue & Capability Management
Maintain
GTOC service catalogue (L1 + L2 merged)
Ensure clarity on:
Service ownership
Support boundaries (L1 vs L2 vs L3)
Add/modify services such as:
Monitoring
Incident handling
Infrastructure health checks
Backup reporting (e.g., Commvault)
10. Risk Management & Operational Control
Identify
operational risks
(people, process, technology)
Implement mitigation plans
Prevent:
Single points of failure
Knowledge dependency risks
Maintain
business continuity readiness
11. Collaboration Across Functions
Work closely with:
HR (P&C;) – staffing, performance, policy enforcement
Facilities – workplace readiness (WFO support, infrastructure)
Transport / Admin – shift support, employee well-being
Ensure
employee experience + operational efficiency alignment
Qualifications & Experiences:
Bachelor's degree in IT Business Management, or equivalent work experience.
3+ years of direct management experience in the IT function.
7+ years' experience working in one or more of the following areas: Incident Management, Infrastructure Operations, or Network Operations.7+ years' experience in an Enterprise-level support workplace. Experience in a service delivery environment and understanding of technical support processes and workflow.
Working knowledge of ITIL is required. Foundation certification is expected. Must be able to effectively communicate with owners of ITIL Disciplines (Incident, Problem, Change, Release, and Configuration) to provide effective IT support to the end users.
Excellent verbal, written, interpersonal communication, and customer service skills, in English is required.
Not Required but preferred experience:
Experience working for a Media Company/Broadcast is desirable but not essential.
Knowledge of local employment laws is beneficial.
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
/
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.

📌 It Operations Manager (India)
🏢 Warner Bros Discovery
📍 India