Key Responsibilities

● Act as the initial point of escalation for the team, for all technical issues/queries.

● Aid and occasionally handle major incidents across all of WBD’s Digital. platforms, in line with the department’s major incident management process.

● Initiate correction of error/root cause analysis reports following every qualifying major incident and/or recurring issue, engage relevant internal/external stakeholders for their input, where applicable, and identify action items i.e. drive the report from start to finish, before submission for leadership review.

● Lead daily team stand-ups, and coordinate support for the day’s live events, as well as upcoming infra/client platforms and deployments/releases.

● Prepare and send out relevant end of day status reports.

● Ensure all logged incidents and client/production team queries are dealt with accordingly, within agreed SLAs daily.

● Work alongside managers, business analysts, and DevOps to drive continual team process and skills improvement, from feedback and analysis.

● Act as a super-user for new application/process onboardings, prepare detailed and clear documentation, and then offload knowledge/process to the rest of the team.

● Assist Operations Managers in defining, documenting and maintaining the team’s daily tasks/housekeeping.

● Deputise for Operations Manager when required.

● Lead and represent the team in internal/external stakeholder meetings, be it regular service reviews or projects.

● Ensure team/department process and support documentation is kept up to date, including the knowledge base.

● Carry out/oversee training for new starters/hires, as well as provide coaching/mentoring for Analysts/Junior Analysts.

● Actively contribute to organization wide Operational Excellence initiatives

Qualifications

● Ability to maintain focus in a high-pressure environment. Should thrive in a fast-paced environment, being able to meet short deadlines.

● A clear understanding of OTT Video delivery and EPG/Metadata delivery workflows/pipelines.

● Working knowledge of CDNs (Content Delivery Networks).

● Good understanding of AWS infra or any equivalent cloud infra solutions.

● Working knowledge of infrastructure and application monitoring/alerting applications (APM), such as AWS Cloudwatch, New Relic, Grafana, Splunk, DataDog, or equivalent.

● Experience with QoE/client app monitoring systems such as Conviva, MUX, Firebase, Witbe, or equivalent.

● Good working knowledge of ITIL or AGILE principles.

● Proficient with incident management applications - ServiceNow, JIRA, and PagerDuty (All 3).

● Good written and verbal communication skills. Adept at translating complex technical concepts into meaningful recommendations.

● Strong analytical and problem-solving skills.

● Demonstrates enthusiasm for playing a key role in ensuring departmental deliverables; being highly approachable and available to facilitate on-time delivery.

Salary and Benefits:

● Competitive salary, with annual salary reviews, and annual discretionary performance bonuses.

● Career progression opportunities within our rapidly expanding company.

● Private medical and dental healthcare (regional specific).

● Competitive paid time off (including national holidays).