Operations Engineer

Job Description

Your New Role...

The Operations Engineer I position plays a critical role in the 24/7/365 operations of the business and the support to Media Technology and Operations customers. It involves Tier 1 support of all production across Warner Bros Discovery for live production.

Global Command Center (GCC):

In the GCC, an Operations Engineer acts as part of a collaborative team environment. It is the central nervous system of incidents, major incidents, service requests, and activities throughout production, broadcast engineering, editing, and production operations at the WBD, News & Sports, and Entertainment properties.

The Operations Engineer receives incoming calls, communications and tickets, performs first-call triage, resolution, dispatch, and escalation on incidents ranging from low priority to On-Air emergencies. They monitor services and equipment for a wide variety of systems and technologies and coordinate the communication around Major Incidents which have organization-wide impact to job abilities or air. Resolution of incidents are done through remote control software, researching using a knowledgebase repository, or in person for on-site customers. All incidents and requests are logged in an industry standard IT Service Management tool by the GCC. Broad communications are handled through enterprise level notification systems and organizational chat solutions. Excellent written and oral communication is key as the Operations Engineer I engages and navigates the position.

Customers include WBD production teams, Engineering groups, On-Air Talent, Journalists, and Editors across multiple bureaus in multiple cities around the world globally and are supported 24/7.

In addition, the Operations Engineer will have the opportunity to shadow with other engineering teams and participate at an implementation level in larger projects. This is often in the form of cabling and equipment install/removal as well as integration and testing throughout the various Terminal Gear Rooms, Data Centers, and Broadcast Facilities for WBD.

Your Role Accountabilities...

The Operations Engineer will be expected to develop and grow in four main competencies:
• Technology: Competencies in digital audio & video studio environments, control systems, audio and video edit tech, MAM, contribution and distribution systems, a strong understanding in IP production environments (SMPTE 2022/2110).
• Production: A solid understanding of the production and editorial process and how technology failures relate to or impact the ability to produce content or directly impact the output and audience for Linear platforms/markets. Where applicable work with DTC equivalent functions.
• Leadership & Management: Ability to provide leadership when responding to and leading the Major Incident response. The ability to set priorities, provide direction, support resolver groups to restore services as quickly as possible either through workarounds or a fix. Ability to influence groups who don't report to you. The ability to provide timely, accurate, clear and concise comms to the SLT and relevant stakeholders (using applicable tooling).
• Service Management: Has a solid understanding of service management processes, in particular Service Transition (onboarding of new services) and Service Operation (event management, incident management, Major Incident management, problem management, change management) and Service Reporting.

Qualifications & Experiences...
• Computer Repair / Electronic Repair / Software and Hardware Troubleshooting experience
• Comfortability with Windows 10, MAC OS X, CentOS (Linux experience is a plus)
• Outstanding written and verbal communication skills, including technical and business writing.
• Customer Service experience.
• Focus and attention to detail during repetitive tasks.
• Ability to excel working on their own as well as in a team environment.
• Ability to resolve complex technical problems in a timely manner.
• Self-motivation with a passion for technology and learning
• Flexibility to work in a shift environment with periodic shift rotation and days off including days, nights, overnights, evenings, weekends, or holidays.

DESIRABLE REQUIREMENTS:
• Experience in Broadcast Engineering, Live Video Production, Information Technology, Customer Support, Networking, Computer Science, and Troubleshooting skills. * IT Networking and System Administration Experience
• Programming or Scripting involving Java, .NET, HTML, PHP, JavaScript, and/or NodeJS a plus
• Database Administration experience with MySQL, Oracle, MSSQL, and/or MongoDB a plus
• Helpdesk / Service Desk Experience (highly desirable)

EDUCATIONAL REQUIREMENTS:

Minimum of a two-year Technical Degree in Computer Science, Information Technology, or Broadcast Engineering (or equivalent education / experience / training)

Jobcode: Reference SBJ-gkyqo4-18-188-48-106-42 in your application.