Infrastructure Analyst

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s 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 what’s 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:

 Reporting to an 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 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 Technology & Operations teams.  

Working as part of a team of Tier 1 and Tier 2 operators in our Krakow or Hyderabad locations, the role is responsible for monitoring and providing 1st line (Tier 1) support of WBD’s network, infrastructure and digital services across multiple offices and production centers globally.  

This roleoperateson a hybrid model, meaning post holders are expected to work shifts, including weekends and night shifts, and come into the office three times a week to support the business 24x7x365.

Your Role Accountabilities:  

• Monitoring all our production network and platforms real time using systems such as Pager Duty, SolarWinds, Service Now, etc.  

• 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 WBD’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 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 & Experiences:  

• The candidate must have the right to work in India to participate in the recruitment process.  

• Flexibility to work early morning, evening, weekend, and overnight shifts.  

• 1+ years providing administrative, troubleshooting, and technical support in a technology department.  

• Experience working with Active Directory.  

• Experience using ServiceNow, PagerDuty, or another similar Service Management tool.  

• Basic knowledge of Networking, Linux, and/or Virtualization is a must.  

• Works well under pressure.  

• Excellent interpersonal skills.  

• 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.  

How We Get Things Done…