Operations Engineer

Overview

Welcome to Warner Bros. Discovery. The stuff dreams are made of.

Global Command Center (GCC):
In the GCC, an Operations Engineer acts as part of a collaborative team. 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 production or air. Resolution of incidents is done through remote control software, knowledgebase research, or on-site for customers. All incidents and requests are logged in an industry-standard IT Service Management tool. Broad communications are handled through enterprise-level notification systems and organizational chat solutions.

Excellent written and oral communication is key as the Operations Engineer engages and navigates the position. Customers include WBD production teams, Engineering groups, On-Air Talent, Journalists, and Editors across multiple bureaus worldwide, supported 24/7.

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

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, and a strong understanding of IP production environments (SMPTE 2022/2110).
• Production:
  Solid understanding of the production and editorial process and how technology failures relate to or impact content production and audience delivery on Linear platforms/markets. Where applicable, work with DTC-equivalent functions.
• Leadership & Management:
  Ability to provide leadership during Major Incident response, set priorities, provide direction, support resolver groups to restore services quickly, influence groups that don’t report to you, and provide timely, accurate, clear, and concise communications to the SLT and stakeholders using applicable tooling.
• Service Management:
  Understanding of service management processes, including Service Transition, Service Operation (event, incident, Major Incident, problem, and change management), and Service Reporting.

What is necessary for this person to have done previously on-the-job. Please specify number of years of experience or level.

What kind of experience might be helpful or make this person stand out, though it might not be absolutely necessary?

• Computer repair / electronic repair / software and hardware troubleshooting experience
• Comfortable with Windows 10, macOS, 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 work independently and in a team
• 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 rotation, including days, nights, weekends, or holidays
• Experience in Broadcast Engineering, Live Video Production, IT, Networking, Computer Science, and Troubleshooting
• Programming or scripting involving Java, .NET, HTML, PHP, JavaScript, and/or NodeJS is a plus
• Database administration experience with MySQL, Oracle, MSSQL, and/or MongoDB is a plus
• Helpdesk / Service Desk experience (highly desirable)

This is the core value framework by which we operate. You can…