Infrastructure Analyst

Job Description

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

We offer
• Contract of employment
• Free access to Max
• Benefit package: private medical health care, life insurance, MyBenefit cafeteria including sport card, social funds, retirement pension plans, recognition platform, employee referral program
• Work-life balance initiatives: wellbeing platform, yoga, educational webinars, Employee Assistance Program, internal media initiatives
• Training & development: sharing the cost of English lessons, Employee Resource Groups, Bridge learning platform, sharing sessions with experts
• CSR activities: volunteering, eco & social initiatives
• Casual dress code

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.

Jobcode: Reference SBJ-gxm8yo-18-207-255-67-42 in your application.