Shift Lead/Incident Manager
4 days 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.
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