Infrastructure Analyst

Job Description

Overview

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 Technology Operations Center (TOC) department consists of several teams that work together with a one-team approach, as well as three locations (USA, UK, PL). We are the first point of
contact, as well as owners of Major IT Incident Incidents. This means Analysts within TOC 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.

The Role
Reporting to a Duty Operations Manager, this position is critical in monitoring and supporting Discovery's Global Network and Infrastructure platforms. Ensuring tickets and issues are escalated accordingly and the Major Incident outage process is followed to ensure speedy communication to our internal teams/executives and customer services teams.

Highlights of the role
The position is part of a unified technical operations team that will consist of members from multiple disciplines (Distribution Operations, Network Operations, Server/Storage Operations, Digital Platform Support Operations, and Security Operations) to form a team capable of providing monitoring and support to all Discovery technical infrastructure and where relevant you will
escalate to Tier 2/Tier 3 engineers across the globe. This exciting new role has the scope for you to learn and progress into more technical roles within the GT&O teams.

Working as part of a team of Tier 1, Tier 2, and Tier 3 operators in our Krakow operations center, the role is responsible for monitoring and providing 1st line (Tier 1) support of Discovery's network, infrastructure, Digital, and Distribution Services across 50 offices and production centers globally.

This function supports the business 24 x 7 x 365. Post holders will be expected to work shifts including weekends and night shifts.

Responsibilities
• Monitoring all our production network and platforms real time using systems such as Pager Duty, SolarWinds, Service Now, etc.
• Outage vetting and escalating to our Tier 2/Tier 3 engineers and 3rd party vendors
• Where possible resolving issues at the frontline or escalating to the Tier 2/3 engineers and 3rd party providers
• Writing of outage notifications and raising, and managing tickets in ServiceNow, following Discovery's Incident Management process. Checking whether changes have impacted the service and advising others accordingly. Ensuring that requests are handled in a timely manner
• Maintain Knowledge Base(s) and writing of processes where necessary to help and aid others in the future
• Ensure detailed shift handover among colleagues
• Provide support to the Duty Operations Manager in the management of high priority outages as needed, providing stakeholder communications at agreed intervals until resolution of the issue with root cause determined
• Coordinate with vendors and 3rd party suppliers on relevant issue reporting/resolution, post-incident reports, onboardings, service reviews, and system migrations/deployments

This role is for 12-months contract with a possible extension.

Qualifications
• 1+ years providing administrative, troubleshooting, and technical support in a technology department
• Flexibility to work early morning, evening, weekend, and overnight shifts
• Experience working with Active Directory
• Experience using ServiceNow, PagerDuty, or another similar Service Management tool
• Working knowledge of ServiceNow MS Word, Excel, or similar computer software systems
• Works well under pressure
• Excellent interpersonal skills
• Able to work independently & collaborate with a team to meet business objectives
• Able to communicate technical matters to technical and non-technical audiences
• Must be able to independently research, troubleshoot, and resolve trouble tickets within established Service Level Agreements
• Excellent English written and verbal communication skills

Please be informed that we will consider applications only in English version.

We offer:
• free access to player.pl
• benefit package: private medical health care, life insurance, MyBenefit cafeteria including sport card, social funds, retirement pension plans, recognition platform, employee referral program
• work-life balance initiatives: wellbeing platform, educational webinars, Employee Assistance Program, internal media initiatives
• training & development: sharing the cost of English lessons, Employee Resource Groups, Bridge learning platform, sharing sessions with experts
• CSR activities: volunteering, eco & social initiatives
• casual dress code
• parking space available for booking

Jobcode: Reference SBJ-d828n6-3-147-73-35-42 in your application.