Operations Engineer

Position: Operations Engineer I
This job is with Warner Bros. Discovery, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Welcome to Warner Bros. Discovery… the stuff dreams are made of.
Who We Are…
When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your new role...
In the Global Command Center (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.

Please note this is a shift role, 100% on-site

Your   Accountabilities...
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 & Experience…
Proficient understanding of IT systems, networking fundamentals, and troubleshooting methodologies.

Familiarity…