
Shift Lead/Incident Manager
4 weeks ago
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 fast-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 WBDs 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 :
- Aide and handle major incidents across all of WBDs platforms in line with the departments 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.
-
Incident Manager
3 weeks ago
Hyderabad, Telangana, India Phenom Full timePhenom Introduction : Our purpose is to help a billion people find the right work Phenom is an AI-Powered talent experience platform that is redefining the HR tech space.We have grown into a global organization with offices in 6 countries and over 1,500 employees.As an HR tech unicorn organization, innovation and creativity is within our DNA.Come help us...
-
Incident Manager
6 days ago
Hyderabad, Telangana, India Phenom Full time ₹ 6,00,000 - ₹ 18,00,000 per yearJob Requirements Phenom Introduction:Our purpose is to help a billion people find the right work Phenom is an AI-Powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,500 employees. As an HR tech unicorn organization, innovation and creativity is within our...
-
Incident Manager
5 days ago
Hyderabad, Telangana, India Diebold Nixdorf Full time ₹ 15,00,000 - ₹ 25,00,000 per yearAs a Critical Incident Manager, you assess, lead, and resolve potential and critical incidents in real time. Your primary objective is to restore services to the customer as quickly and efficiently as possible. To achieve this, you must be a strong and decisive leader, capable of guiding all stakeholders in the right direction under pressure.You take...
-
Shift Manager
18 hours ago
Hyderabad, Telangana, India Algoleap Technologies Full time ₹ 9,00,000 - ₹ 12,00,000 per yearSUMMARY JOB Description for Shift Manager -L2Customer NameMSIL LOCATIONGurgaon DOMAINShift Manager Level (L1/L2/L3)L2 Required Relevant Domain Experience3-6 years in Shift Management Job Type (Onsite/Remote)Onsite Shift details (General/ 24X7)24*7 Support QualificationB.E.//BSc Certifications Required if ANYITIL Certification Budget5-7 LPA Mandatory...
-
Incident Manager
6 days ago
Hyderabad, Telangana, India Diebold Nixdorf Full time ₹ 9,00,000 - ₹ 12,00,000 per yearJob DescriptionResponds to, facilitates and administers ITIL and related service support processes for assigned accounts. Resolves service requests and associated service issues in real time. Proactively monitors open tickets to ensure achievement of contracted service levels. Post processes service requests by documenting individual services / agreements...
-
Incident Commander
2 weeks ago
Hyderabad, Telangana, India HighRadius Full time US$ 1,50,000 - US$ 2,00,000 per yearAbout UsHighRadius, a renowned provider of cloud-based Autonomous Software for the Office of the CFO, has transformed critical financial processes for over 800+ leading companies worldwide. Trusted by prestigious organizations like 3M, Unilever, Anheuser-Busch InBev, Sanofi, Kellogg Company, Danone, Hershey's, and many others, HighRadius optimizes...
-
Major Incident Manager
4 weeks ago
Hyderabad, Telangana, India Milestone Technologies Full timeJoin our team for 24x7x365 management of High Severity level incidents As an Incident Management Specialist you will triage analyze and facilitate the resolution of major incidents driving quick service restoration and providing leadership for all events especially high-priority incidents Responsibilities Manage High Severity level incidents...
-
Incident Management
5 days ago
Hyderabad, Telangana, India Cloudxtreme Full time ₹ 9,00,000 - ₹ 12,00,000 per yearPreferred candidate profile:Notice period: Immediate to 15Days or serving notice period OnlyLocation: Only Hyderabad localityExp: 3-4Years onlyRole & responsibilitiesEssential To qualify for the role, you must have:Experience and working knowledge of service request, case and incident management core functions and processes in servicenow.Ability to plan,...
-
Incident Management Analyst L1
1 week ago
Hyderabad, Telangana, India Milestone Technologies, Inc. Full time ₹ 8,00,000 - ₹ 12,00,000 per yearResponsibilities• Internalize and utilize documented procedures, styles, and standards for a consistent incident management experience• Obtain and record all significant efforts during the investigation and mitigation of a service outage• Craft clear, concise summaries of triage and mitigation efforts and the current service state• Identify and...
-
Major Incident Manager
3 days ago
Hyderabad, Telangana, India Western Union Full time ₹ 15,00,000 - ₹ 28,00,000 per yearJob Description Process Manager, Major Incident Manager, Hyderabad, TNAre you ready to join a team in a global company where you will execute high-end, business-wide, critical IT Service Management process as a part of the Global Product and Technology Organization? Are you interested in joining a globally diverse organization where our unique...