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Senior Infrastructure Analyst
1 month ago
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.
- Help the Shift Leads to maintain team skills grids, ensuring staff are current and sufficiently prepared to support stakeholder requirements.
- Carry out/oversee training for new starters/hires.
- Assist the Operations Manager in defining, documenting, and maintaining the team's daily tasks/housekeeping.
- 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.
- Work alongside Managers and Shift Leads to drive continual team process and skills improvement from feedback and analysis.
- Ensure all logged incidents and client/production team queries are dealt with accordingly and within agreed SLAs daily.
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.
- 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.
- Capability of monitoring and supporting all WBD technical infrastructure.
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.
- Ability to implement new processes and procedures, ensuring staff is properly trained.
- Excellent English written and verbal communication skills.
- Strong analytical and problem-solving skills.
- Ability to lead staff during an incident and through to resolution.
- Bachelor's degree in information technology, Information Systems, Computer Science or Engineering, or related field or equivalent experience.
- Experience with ITIL principles.
- Experience working with: Cisco Routers & Switches, Juniper, Palo Alto firewalls, AWS, Aruba, F5, cloud, and infrastructure monitoring & troubleshooting.
- Experience using SolarWinds, Dataminer, and other monitoring systems.
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.
- Crisis/Escalation and Command Centre Management experience.
- Graduate/Post-Graduate in IT, IS, CS or Engineering.
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.
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