Site Reliability Operations Manager

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.

Site Reliability Operations Manager

About Us

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.

Job Summary

Warner Bros. Discovery is seeking a highly skilled and motivated Operations Manager to join our Site Reliability Operations team. This role is crucial in supporting our streaming platforms, ensuring seamless operations and exceptional user experiences.

Reporting to the Director of Digital for Site Reliability Operations (UK), this position is critical in ensuring the implementation of the vision for the 24/7 Site Reliability Engineering and Operational Engineering organisational units. This position will ensure the delivery and support of WBD’s streaming incident management, mitigations and major event processes at WBD. The position plays a critical role to maintain a culture of operational excellence and consistent service to support WBD’s best in class streaming platforms.

The scope of the Operations Manager is to manage the team, with day-to-day oversight leading incident management, infrastructure health monitoring, KPI reporting, planning/preparation for launches, major events and releases. You will work with fellow managers in different geographical locations to provide a ‘follow the sun’ approach to 24/7 coverage. On occasion you may be asked to work unsocial hours and weekends. You will be expected to be on-site for the majority of your working pattern. Why Join Us

At Warner Bros Discovery, we are committed to delivering world-class entertainment experiences to our global audience. As an Operations Manager, you will play a pivotal role in ensuring the reliability and excellence of our streaming platforms. Join us and be part of a dynamic team that is shaping the future of entertainment.

Key Responsibilities

• Leadership: Take ownership of ensuring shift coverage, rostering, recruitment, training and appraisal reviews.
• Incident Management: Lead and coordinate the response to operational incidents, ensuring timely resolution and minimal impact on service delivery. Contribute to post-incident reporting and root cause analysis.
• Operational Excellence: Drive continuous improvement initiatives to enhance operational processes, incident management, efficiency, and effectiveness.
• Team Development: Mentor and develop technical and operational skills to members of the team through targeted training, sharing insights on best practices, and providing feedback aimed at refining the team’s streaming infrastructure understanding and capabilities.
• Health Status Monitoring: Oversee the monitoring of system health and performance, particularly during major events, to ensure optimal functionality and user satisfaction.
• Collaboration: Work closely with cross-functional teams, including engineering, customer support, and product management, to address operational challenges and implement solutions.
• Strategic Influence: Provide feedback on strategic planning and work effectively with cross-functional groups. Influence larger priorities and make tradeoffs (e.g., risk vs resources vs sustainability).
• Reporting: Prepare and present regular reports on operational performance, incident trends, and improvement initiatives to senior management.
• Digital OTT Support & Operations: Provide technical assistance by troubleshooting complex incidents, analysing technical logs, implementing mitigation strategies when appropriate, and supporting cross-functional teams in executing test case scenarios.
• Onboardings / Projects: Define the scope of requirements for new service offerings to be supported by SRO, clarify roles and responsibilities, develop comprehensive documentation, secure access to necessary tools and applications, deliver training to the broader team, and establish ongoing support mechanisms.
• Deputise for the Director / Senior Manager when required.
• Actively contribute to organization wide Operational Excellence initiatives

Qualifications

Ï Proven experience in operations management, preferably within the streaming or digital media industry.

Ï A clear understanding of a typical Digital OTT workflow end-to-end, including audio/video workflow, metadata workflow, user request workflow, etc.

Ï Good understanding of AWS infra or any equivalent cloud infra solutions.

Ï Working knowledge of infrastructure and application monitoring/alerting applications (APM), such as AWS Cloudwatch, New Relic, Grafana, Splunk, DataDog, or equivalent.

Ï Experience with QoE/client app monitoring systems such as Conviva, MUX, Firebase, Witbe, or equivalent.

Ï Proficient with incident management applications - ServiceNow, JIRA and PagerDuty.

Ï Good written and verbal communication skills. Adept at translating complex technical concepts into meaningful recommendations.

Ï Strong analytical and problem-solving skills.

Ï Demonstrates enthusiasm for playing a key role in ensuring departmental deliverables; being highly approachable and available to facilitate on-time delivery.

Ï Demonstrated ability to recruit, develop, and retain staff.

Ï A bachelor's degree in Computer Science, Information Technology, Software Engineering, or Systems Engineering is preferred.

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

Ï Strong understanding of incident management processes and best practices. Working knowledge of ITIL or agile practices required.

Ï Demonstrated ability to drive operational excellence and continuous improvement.

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

Ï Ability to work in a fast-paced, dynamic environment.

Ï Knowledge of local employment laws required.

Ï Must have legal right to work in UK, India or Mexico.

Salary and Benefits

• Competitive salary, with annual salary reviews, and annual discretionary performance bonuses.
• Career progression opportunities within our rapidly expanding company.
• Private medical and dental healthcare (regional specific).
• Competitive paid time off (including national holidays).

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

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.