Incident Change Manager

Job Description

Warner Bros. Discovery is a global fast-paced entertainment and media company, that 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, 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 GTOC teams are also responsible for initiating the Major IT Incident process and procedures, to support our Infrastructure. GTOC Teams: 1st Line Network/Infra/Incident Change Managers, 2nd Line (Network/Infra/Cloud/Domain Mgmt.), and Digital Platform Support Operations.

About the Role

Reporting to an IT Operations Manager, carrying out the responsibilities of an Incident Manager but also managing the Change Management process in the team. 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 WBD's 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.

This role operates on a hybrid model, meaning postholders are expected to work shifts, including weekends and night shifts, and come into the office three times a week to support the business 24x7x365.

Worth noting that the postholders won't have any direct reports.

Responsibilities
• Aide and handle major incidents across all of WBD's platforms in line with the department's 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.
• Make sure to notify all relevant teams about any planned works by third-party vendors through the Change Advisory Board.
• Participate in post-incident analysis and documentation of the Root Cause Analysis report.

Qualifications
• 2+ years of Incident and Change Management experience.
• ITIL 4 Foundation certificate is a must.
• Bachelor's degree or equivalent experience.
• Ability to lead staff during an incident and through to resolution.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication in English.

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

Hybrid Working - This role is advertised as a Hybrid work model, that combines remote and in-office work, following our current company policy and to be agreed with your Line Manager. Subject to any applicable laws, WBD / your Line Manager reserves the right to change this working agreement where this is essential to business needs and upon reasonable notice to you.

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

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.

Jobcode: Reference SBJ-d5v69e-18-220-200-33-42 in your application.