Infrastructure Support Specialist

2 tygodni temu

Krakow, Polska myGwork Pełny etat
Job Title: Infrastructure Analyst

Join Warner Bros. Discovery, an inclusive employer and a member of myGwork, the largest global platform for the LGBTQ+ business community, as an Infrastructure Analyst.

About the Role

We are seeking a highly skilled and motivated Infrastructure Analyst to join our Technology Operations Center (TOC) team. As an Infrastructure Analyst, you will be responsible for monitoring and supporting WBD's global network and infrastructure platforms, ensuring tickets and issues are escalated accordingly, and following the Major Incident outage process to ensure speedy communication to internal teams, executives, and customer services teams.

Key Responsibilities
  • Monitor all production network and platforms in real-time using systems such as Pager Duty, SolarWinds, and ServiceNow.
  • Vet and escalate outages to Tier 2/Tier 3 engineers and 3rd party vendors.
  • Resolve issues at the frontline or escalate to Tier 2/3 engineers and 3rd party providers.
  • Write outage notifications and raise tickets in ServiceNow, following Discovery's Incident Management process.
  • Maintain Knowledge Base(s) and write processes to help and aid others in the future.
  • Ensure detailed shift handover among colleagues.
  • Provide support to the Duty Operations Manager in managing high-priority outages, 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.
Requirements
  • 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 and 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.
What We Offer

Warner Bros. Discovery offers a dynamic and inclusive work environment, with opportunities for career growth and development. We are committed to diversity and inclusion, and we welcome applications from qualified candidates from all backgrounds.

Please note that we will consider applications only in English.

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