Full Time Job

Senior Digital Platform Support Analyst

Discovery

London, United Kingdom 08-30-2022
 
  • Paid
  • Full Time
Job Description
Senior Digital Platform Support Analyst (Broadcast)
Overview

Do you have a passion for hands-on analytical problem-solving? Do you love helping others by sharing your technical expertise?

At Warner Bros. Discovery, you will be reporting to a Digital Duty Operations Manager, you will be providing additional technical support to our Digital Platform Analysts. The role holders will be a point of escalation for the Digital Analysts, as well as being accountable for the training and development of the teams.

This is a fast-paced, ever-evolving role, which is required to provide key support for the Duty Operations Managers, running and participating in major Incidents, chairing and managing some of Discovery's key event bridges, but also being the main ' Go To' for analysts and Duty Operations Managers. You must be able to cope well under pressure and provide mentoring to the rest of the team.

The position is a shift based role, requiring some flexibility with working hours. You will be working as part of a unified team, which consists of members from multiple disciplines (Platforms, Networks, Distribution & Digital Operations), to form a dynamic technology-focused team, capable of monitoring all linear and non-linear output, as well as supporting IT infrastructure.

You will be expected to use your operational analytics and incident management skills to provide support for all issue areas, working with support teams/engineers for a swift resolution to any technical issues. You will also be expected to support and educate your team members about new processes, while independently keeping your technical know-how up to date.

Having a versatile personality and technical skillset, with the ability to stay focused and continually develop is key to being successful in this role. Successful candidates for this role need to have prior experience in leading difficult situations, staying calm, reacting quickly under pressure, and being able to execute the key responsibilities noted below.

Responsibilities
• Act as the initial point of escalation for the team, for all technical issues/queries.
• Aid and occasionally handle major incidents across all of Discovery's Digital platforms, in line with the department's major incident management process.
• Initiate correction of error/root cause analysis reports following every qualifying major incident and/or recurring issue, engage relevant internal/external stakeholders for their input, where applicable, and identify action items i.e. drive the report from start to finish, before submission for leadership review.
• Lead daily team stand-ups, and coordinate support for the day's live events, as well as upcoming infra/client platforms and deployments/releases.
• Prepare and send out relevant end of day status reports.
• Ensure all logged incidents and client/production team queries are dealt with accordingly, within agreed SLAs daily.
• Work alongside managers, business analysts, and DevOps to drive continual team process and skills improvement, from feedback and analysis.
• Act as a super-user for new application/process onboardings, prepare detailed and clear documentation, and then offload knowledge/process to the rest of the team.
• Assist Duty Operations Managers in defining, documenting and maintaining the team's daily tasks/housekeeping.
• Deputise for Duty Manager when required.
• Lead and represent the team in internal/external stakeholder meetings, be it regular service reviews or projects.
• Ensure team/department process and support documentation is kept up to date, including the knowledge base.
• Carry out/oversee training for new starters/hires, as well as provide coaching/mentoring for Analysts/Junior Analysts.

Qualifications

Qualifications
• Ability to maintain focus in a high-pressure environment. Should thrive in a fast-paced environment, being able to meet short deadlines.
• A clear understanding of OTT Video delivery and EPG/Metadata delivery workflows/pipelines.
• Working knowledge of CDNs (Content Delivery Networks)
• Good understanding of AWS infra or any equivalent cloud infra solutions.
• Working knowledge of infrastructure and application monitoring/alerting applications (APM), such as AWS Cloudwatch, New Relic, Grafana, Splunk, DataDog, or equivalent.
• Experience with QoE/client app monitoring systems such as Conviva, MUX, Firebase, Witbe, or equivalent.
• Good working knowledge of ITIL or AGILE principles.
• Proficient with incident management applications - ServiceNow, JIRA, and PagerDuty (All 3)
• Good written and verbal communication skills. Adept at translating complex technical concepts into meaningful recommendations.
• Strong analytical and problem-solving skills
• Demonstrates enthusiasm for playing a key role in ensuring departmental deliverables; being highly approachable and available to facilitate on-time delivery

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)

Jobcode: Reference SBJ-r108my-3-238-90-95-42 in your application.

Company Profile
Discovery

Discovery, Inc. is the global leader in real life entertainment. We serve passionate fans with content that inspires, informs, and entertains, providing leadership across deeply loved and trusted brands, such as Discovery Channel, TLC, Animal Planet, HGTV, Food Network, and Travel Channel.