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Warner Bros. Discovery
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IT Operations Manager

IT Operations Manager

Warner Bros. Discovery

8 - 13 years

30 - 35 Lacs

hyderabad

Posted:1 day ago| Platform:

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Skills Required

project management analytical problem management workflow incident management it operations continuous improvement business continuity technical support monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Role

Reporting to the Director of Center Operations, this position is critical in ensuring the implementation of the vision for the 24/7 Technology Operations Centre organizational unit . This position will ensure the delivery and support of IT Event, Incident, and Request Management processes at WBD while ensuring a culture of excellence and consistent service and supporting WBD s best-in-class distribution and infrastructure.

Highlights of the role

Utilizing strong cross-functional alignment, this position is responsible for leading unified virtual teams that will consist of members from multiple disciplines (Network Platform and Infrastructure Platform Operations ) , to form a dynamic technology-focused team capable of providing monitoring to all WBD linear and non-linear output and platforms, as well as supporting IT infrastructure. The support operation also leads WBD s response to all incidents within our infrastructure.

The organizational scope of the IT Operations Manager is day-to-day oversight of staff and services when on duty within our Krakow or Hyderabad Operations C enters - staff across multiple disciplines . In addition , the role holder will manage a functional group based on their skill group (Basic Network Operations, Infrastructure Operation) supporting multiple offices and production Centers globally.

The position is key to ensuring organizational improvements, consistently maintaining , and improving our customer feedback system, and establishing effective performance measurements to show successes and areas of opportunity .

This position is a mission-critical role in leading global Technology Operations for Core IT . As a function , it is the 24/7 Command Control Hub for all our IT support services. Postholders will mainly work during standard business hours with an on-call rotation. However, during certain critical events working different shifts (including nights and weekends) will be required .

The Centers are the point of contact and owners for Major Incidents and the postholder is responsible for the execution of the Major Incident process and procedures for Enterprise Technology Operations and the department s recovery plans. The Centers are also the focal point of contact for Global IT s response in the event of an organization-wide Major Incident .

The work is in Hybrid mode - 3days office / 2 days Home. The contract is in equivalent mode of employment - now team works in 8/5 but it may be a subject to change with Big Brand Events going to 24/7

This position is a member of the leadership team for Technology Operations and will guide the teams development and communicate the organizations direction.

Your Role Accountabilities:

Day to Day support leadership of cross-discipline staff, owning real-time Tier 1 and Tier 2 responses to active requests and incidents where needed. Lead a hybrid Center operation, to ensure the organization is properly staffed 24/7 across the sites

Support the creation of an integrated technology support organization based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business

Drives continuous improvement to key metrics through process, system, and organizational refinements

Ensure that event, incident, major incident , and problem management processes are implemented effectively

Acts as major incident lead when on duty . Is a focal point of communication to E TO during a major incident . Vet potential critical outages, determine and prioritize status

Creation and ownership of multiple and trust-wide business continuity reporting including disaster recovery

Reporting on serious incident status including customer notifications. Ensures communications are accurate , timely , and messages for multiple audiences

Contributes to root cause analysis reports and is accountable for any remediation planning that results from lessons learned

Responsible for planning onsite cover during serious incidents, ensuring staff is directed to the correct area of focus

Works with the Engineering and Product Teams to ensure the contingency plans are kept up-to-date and available

To motivate and continually develop a good quality customer-focused Operations Center team

Motivate other teams through effective and proactive leadership techniques in stressful situations

Guide and mentor, the Operations teams and user base in the event of serious incidents

Develop and implement effective maintenance and backup regime across systems and infrastructure

Maintains KPI and service metrics framework. Ensure service levels and targets are adhered to and corrective measures are in place to maintain performance targets

Maintains skills and career path framework for Center staff . Ensures these are in place for all staff

Lead and deliver small to midsize operations projects or organizational change within the operations Center scope

Partner with relevant leadership teams on technology implementation . Ensure impacts on the department are understood and that mechanisms are in place to manage these impacts and ensure service continuity

Partner with Digital Sports and Olympics teams for Sports Events and Olympic Games

Responsible for implementing effective business continuity and disaster recovery plans for leading an integrated technology support organization based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business

Working as part of a small team, ensuring efficient handover and seamless delivery of support

Develop and maintain strong working relationships with key business leads and senior stakeholders within the customer base

Develop and maintain strong working relationships across all IT disciplines , and with 3rd party suppliers and outsourced service partners

Deputi z es for the Senior Management as required

Any other responsibilities as requested

Qualifications Experiences:

Bachelor s degree in IT Business Management, or equivalent work experience

8 + years of direct management experience in the IT function

5+ years experience working in one or more of the following areas: Incident Management, Infrastructure Operations, or Network Operations

5+ years experience in an Enterprise-level support environment. Experience in a service delivery environment and understanding of technical support processes and workflow

Working knowledge of ITIL is required . Foundation certification is expected. Must be able to effectively communicate with owners of ITIL Disciplines (Incident, Problem, Change, Release, and Configuration) to provide effective IT support to the end users

Excellent verbal, written, interpersonal communication , and customer service skills, in English is required

Strong organizational and conceptual skills

Ability to multitask within related functions

Demonstrated ability to recruit, develop, and retain staff

Strong ability to demonstrate and execute professional communication skills at all levels of management

Project management experience with PRINCE2 principles

Strong critical thinking, analytical , problem-solving , and decision-making abilities

Ability to proactively communicate to senior leadership on areas of opportunity and be a solutions-oriented problem solver

Positive attitude and experience with motivating a team

Ability to maintain focus in a high-pressure environment

Able to demonstrate a high degree of flexibility, including flexibility in working hours to support employees and customers across multiple time zones

Experience in leading multiple IT support teams in multiple/global locations

Must have the legal right to work in Europe or India

Not Required but preferred experience:

Experience working for a Media Company/Broadcast is desirable but not essential

Knowledge of local employment laws is beneficial

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.

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IT Operations Manager