Infrastructure Analyst - Fixed-term contract
Infrastructure Analyst - Fixed-term contract
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Job Description
Welcome to Warner Bros. Discovery the stuff dreams are made of.
Who We Are
When we say the stuff dreams are made of were not just referring to the world of wizards dragons and superheroes or even to the wonders of Planet Earth. Behind WBDs 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 whats 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.
The role
Reporting to a Duty Operations Manager this position is critical in monitoring and supporting WBDs 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 WBDs 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 Discoverys 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
How We Get Things Done
This last bit is probably the most important! Here at WBD our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.
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.If youre a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process please visit our accessibility page for instructions to submit your request.
Required Experience:
IC
Employment Type
Full-Time
