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:
The Role
Reporting to the Director of Center Operations, 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 forleading 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 Krakow or Hyderabad Operations Centers –staff across multiple disciplines. In addition, the role holder will manage a functional group based on their skill group (Basic 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 mainlywork during standard 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 MajorIncidents 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.
The work is in Hybrid mode - 3days office / 2 days Home. The contract is in equivalent mode of employment - now team works in 8/5 but it may be a subject to change with Big Brand Events going to 24/7
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:
Day to Day support leadership of cross-discipline staff, owning real-time Tier 1 and Tier 2 responses to active requests and incidents where needed. Lead a “hybrid” Center operation, to ensure the organization is properly staffed 24/7 across the sites
Support the creation of an integrated technology support organization based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business
Drives continuous improvement to key metrics through process, system, and organizational refinements
Ensure that event, incident, major incident, and problem management processes are implemented effectively
Acts as major incident lead when on duty. Is a focal point of communication to ET&O during a major incident. Vet potential critical outages, determine and prioritize status
Creation and ownership of multiple and trust-wide business continuity reporting including disaster recovery
Reporting on serious incident status including customer notifications. Ensures communications are accurate, timely, and messages for multiple audiences
Contributes to root cause analysis reports and is accountable for any remediation planning that results from lessons learned
Responsible for planning onsite cover during serious incidents, ensuring staff is directed to the correct area of focus
Works with the Engineering and Product Teams to ensure the contingency plans are kept up-to-date and available
To motivate and continually develop a good quality & customer-focused Operations Center team
Motivate other teams through effective and proactive leadership techniques in stressful situations
Guide and mentor, the Operations teams and user base in the event of serious incidents
Develop and implement effective maintenance and backup regime across systems and infrastructure
Maintains KPI and service metrics framework. Ensure service levels and targets are adhered to and corrective measures are in place to maintain performance targets
Maintains skills and career path framework for Center staff. Ensures these are in place for all staff
Lead and deliver small to midsize operations projects or organizational change within the operations Center scope
Partner with relevant leadership teams on technology implementation. Ensure impacts on the department are understood and that mechanisms are in place to manage these impacts and ensure service continuity
Partner with Digital Sports and Olympics teams for Sports Events and Olympic Games
Responsible for implementing effective business continuity and disaster recovery plans for leading an integrated technology support organization based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business
Working as part of a small team, ensuring efficient handover and seamless delivery of support
Develop and maintain strong working relationships with key business leads and senior stakeholders within the customer base
Develop and maintain strong working relationships across all IT disciplines, and with 3rd party suppliers and outsourced service partners
Deputizes for the Senior Management as required
Any other responsibilities as requested
Qualifications & Experiences:
Bachelor’s degree in IT Business Management, or equivalent 10+ years work experience
3+ years of direct management experience in the ITfunction
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 environment. 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
Strong organizational and conceptual skills
Ability to multitask within related functions
Demonstrated ability to recruit, develop, and retain staff
Strong ability to demonstrate and execute professional communication skills at all levels of management
Project management experience with PRINCE2 principles
Strong critical thinking, analytical, problem-solving, and decision-making abilities
Ability to proactively communicate to senior leadership on areas of opportunity and be a solutions-oriented problem solver
Positive attitude and experience with motivating a team
Ability to maintain focus in a high-pressure environment
Able to demonstrate a high degree of flexibility, including flexibility in working hours to support employees and customers across multiple time zones
Experience in leading multiple IT support teams in multiple/global locations
Must have the legal right to work in Europe or India
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 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
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.