Operations Engineer I
Warner Bros DiscoveryWelcome 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...
Global Command Center (GCC):
In the 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.
Your Role Accountabilities...
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, 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 & Experiences...
(What is necessary for this person to have done previously on-the-job. Please specify number of years of experience or at what level).
DESIRABLE REQUIREMENTS
(What kind of experience might be helpful or make this person stand out from the crowd, though it might not be absolutely necessary?)
* Computer Repair / Electronic Repair / Software and Hardware Troubleshooting experience
* Comfortability with Windows 10, MAC OS X, 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 excel working on their own as well as in a team environment.
* 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 periodic shift rotation and days off including days, nights, overnights, evenings, weekends, or holidays.
* Experience in Broadcast Engineering, Live Video Production, Information Technology, Customer Support, Networking, Computer Science, and Troubleshooting skills. * IT Networking and System Administration Experience
* Programming or Scripting involving Java, .NET, HTML, PHP, JavaScript, and/or NodeJS a plus
* Database Administration experience with MySQL, Oracle, MSSQL, and/or MongoDB a plus
* Helpdesk / Service Desk Experience (highly desirable)
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 www.wbd.com/guiding-principles/ 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 a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.If you’re 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.