Infrastructure Analyst

3 tygodni temu

Krakow, Polska myGwork Pełny etat

This job is with Warner Bros. Discovery, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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.

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 Support 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.

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
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 and you require adjustments or accommodations to search for a job opening or apply for a position, please contact us at recruitadmin@wbd.com.

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