Senior Infrastructure Analyst

Who We Are :

When we say, the stuff dreams are made of, were not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth.

Behind WBDs 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 whats 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 WBDs 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.

OPERATIONS :

- 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 teams 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.

Crisis and Incident Management :

- Aid and occasionally, handle major incidents across all WBDs platforms in line with the departments major incident management process.

- Capability of monitoring and supporting all WBD technical infrastructure.

- Responsible for monitoring and providing 1st line (Tier 1) support of WBDs 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.

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.

- Bachelors 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.

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.