Infrastructure Analyst

Job Description

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 S upport Operations.

The Role

Reporting to a Duty Operations Manager, this position is critical in monitoring and supporting WBD'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 roles

The position is part of a unified technical operations team that will consist of members from multiple disciplines (Network Operations, Server/Storage Operations, Digital Platform Support Operations) to form a team capable of providing monitoring and support to all WBD 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 ET&O teams.

Working as part of a team of Tier 1 and Tier 2 operators in our Krakow operations center, the role is responsible for monitoring and providing 1st line (Tier 1) support of WBD's network, infrastructure and digital 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

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
• Basic networking knowledge is a plus
• 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.
Onsite Working - This role is advertised as Onsite, meaning all working hours and days (regardless of shift pattern) will be carried out at the place of work. 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-dyzv3k-13-58-21-119-42 in your application.