Site Reliability Operations Specialist II

Your New Role...

The Site Reliability Operations (SRO) is a global team which is part of the wider Site Reliability Engineering (SRE) department who are responsible for global technology reliability and operations across Warner Bros. Discoverys Streaming platforms.

SRO is the first point of contact for technical and operational issues within Warner Bros. Discoverys Streaming division. The SRO teams are responsible for initiating the major incident process triaging technical problems conducting content QC validations and action mitigations where applicable to provide our streaming customers a best-in-class service.

The Site Reliability Operations Specialist - II role supports an extensive suite of Live VOD OTT/Digital Playout via client applications. You will report to the Operations Manager and be part of a 24/7 team of other Specialists.

You will focus on the overall stability of our streaming systems including both VOD and Live content on TNT Sports Eurosport Discovery Plus HBO MAX and CNN brands. Think Olympics Premier League Champions League Tennis Grand Slams and Tour de France as a start. You will also learn about our Cloud infrastructure and help support our major VOD (White Lotus Euphoria House of Dragon) and market launch releases.

The position requires you to be on-site and is a shift-based role requiring flexibility with working hours as weekends and public holidays are some of our busiest times. For major events/launches you may be required to work overnight. You will be working as part of a unified team which consists of members from multiple disciplines. Youll be monitoring quality of service quality of experience and non-linear output as well as supporting digital OTT cloud infrastructure.

You will be expected to use your operational analytics and incident management skills to provide support for all issue areas working with support teams/engineers for a swift resolution to any technical issues. You will also be expected to support and educate your team members about new processes while independently keeping your technical know-how up to date.

Having a versatile personality and technical skillset with the ability to stay focused and continually develop is key to being successful in this role. Successful candidates for this role need to have prior experience in leading difficult situations staying calm reacting quickly under pressure and being able to execute the key responsibilities noted below.

Your Role Accountabilities...

• Provide support during major product and content launch events.

  Recreate customer facing issues across a variety of devices

  Conduct Pre/During/Post Live checks on assets and systems for 24 Critical User Journeys (CUJs).

• Provide triage support by interrogating systems and escalating incidents internally for further support.

• Respond to automated alarms/alerts carry out defined analysis and escalate to relevant engineering teams within agreed SLAs.

• Issue communications to business users in the event of incidents and provide daily incident status reporting.

• Analyse client issues escalated by customer service and internal production/content operation teams.

• Ensure all issues are logged and tracked through to resolution leveraging ITIL principles of Incident Problem and Change management.

• Ensure detailed shift handover among colleagues.

• Update department support documentation promptly to reflect all changes (Knowledgebase Run Books etc.).

• Support Staff Specialists and Operations Managers in the management of high-priority outages as needed.

• Engage in regular internal stakeholder meetings (customer services production/content operations QA team product owners and engineering teams).

• Perform sanity checks on back-end systems/front-end platforms after deployments and releases providing feedback to engineering teams.

Qualifications and Experience...

• Previous experience in digital media or technical operations environment.

• Experience in monitoring and supporting OTT platforms

• Working knowledge of HD and SD video feed input CMS and EPG systems.

• Education Preferred bachelors degree in Digital Media

• Information Systems Computer Science Business Administration or related field or equivalent experience.

• Working knowledge of Confluence MS Suite or similar computer software systems.

• Some experience in cloud environments particularly AWS or Azure is preferred.

• Must be able to work with limited supervision while prioritizing workload and completing tasks.

• With limited guidance can research troubleshoot and resolve trouble tickets within established Service Level Agreements.

• Excellent written and verbal communication skills and a friendly disposition.

• Able to communicate technical matters to technical and non-technical audiences.

• Excellent interpersonal skills.

• Experience with incident management applications (PagerDuty ServiceNow Jira) is preferred.

• Understand and be able to work with monitoring systems and related technologies.

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