Warner Bros. Discovery
ITOperationsManager
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“IT Operations Manager at Warner Bros. Discovery. Skills: Incident Management, Operations Management, Team Leadership. Ensure 24x7 operational stability across all supported infrastructure services. Own end-to-end service delivery for L1/L2 operations”
What You'll Achieve.
Ensure the delivery and support of IT Event, Incident, and Request Management processes; Ensure a culture of excellence and consistent service; Supporting WBD’s best-in-class distribution and infrastructure; Providing monitoring to all WBD linear and non-linear output and platforms; Supporting IT infrastructure; Leading WBD’s response to all incidents within our infrastructure; Day-to-day oversight of staff and services when on duty; Establishing effective performance measurements to show successes and areas of opportunity; Execution of the Major Incident process and procedures; Execution of department’s recovery plans; Guide the team's development and communicate the organization's direction; Minimize downtime; Reduce alert noise; Improve event correlation; Drive proactive detection vs reactive response; Reduce manual effort; Reduce repeat incidents; Prevent single points of failure; Prevent knowledge dependency risks; Maintain business continuity readiness; Ensure employee experience + operational efficiency alignment
Industry & Context.
Postholders will mainly work in shifts during business hours with an on-call rotation., During certain critical events working different shifts (including nights and weekends) will be required.
What They're Looking For.
Must Have
3+ years of direct management experience in the IT function., 7+ years’ experience working in one or more of the following areas: Incident Management, Infrastructure Operations, or Network Operations., 7+ years’ experience in an Enterprise-level support environment., Experience in a service delivery environment and understanding of technical support processes and workflow., Working knowledge of ITIL is required., Foundation certification is expected., Must be able to effectively communicate with owners of ITIL Disciplines (Incident, Problem, Change, Release, and Configuration) to provide effective IT support to the end users., Excellent verbal, written, interpersonal communication, and customer service skills, in English is required.
Nice to Have
Experience working for a Media Companyroadcast is desirable but not essential., Knowledge of local employment laws is beneficial.
What You'll Do.
Ensure 24x7 operational stability across all supported infrastructure services
Own end-to-end service delivery for L1/L2 operations
Monitor SLA / KPI adherence
Drive incident resolution efficiency and minimize downtime
Oversee intake channels
Govern P2/P3/P4 incident lifecycle
Lead or support Major Incident Management (MIM)
Ensure timely escalation and stakeholder communication
Ensure proper call bridges setup
Ensure service restoration within agreed timelines
Drive Post-Incident Reviews (PIRs)
Validate evidence (before/during/after outage)
Track corrective & preventive actions (CAPA)
Ensure effective monitoring coverage
Reduce alert noise and improve event correlation
Drive proactive detection vs reactive response
Govern alert-to-incident conversion accuracy
L2 engineers and shift leads
Ensure proper shift rostering & coverage model
Conduct performance reviews
Conduct coaching & feedback
Drive accountability culture across managers and ICs
Handle attrition risks and retention discussions
Handle skill development plans
Enforce adherence to ITIL processes
Enforce adherence to SOPs and runbooks
Ensure audit readiness (SOX / internal audits)
Conduct ticket quality audits
Conduct process compliance checks
Drive standardization across shifts and teams
Govern Change Requests (CRs) raised by GTOC
Validate change quality and risk assessment
Validate proper documentation and approvals
Ensure minimal impact to production
Ensure post-change validation
Collaborate with Engineering / L3 teams
Act as primary interface with Engineering teams
Act as primary interface with Business stakeholders
Act as primary interface with Leadership
Provide daily / weekly service reports
Provide executive summaries (incidents
and structured communication
Identify and drive process improvements
Identify and drive automation opportunities
Reduce repeat incidents
Lead initiatives like skill matrix enhancement
Lead initiatives like knowledge base maturity
Lead initiatives like shift handover quality improvement
Maintain GTOC service catalogue
Ensure clarity on service ownership
Ensure clarity on support boundaries
Identify operational risks
Implement mitigation plans
Prevent single points of failure
Prevent knowledge dependency risks
Maintain business continuity readiness
Work closely with HR (P&C)
Work closely with Facilities
Work closely with Transport / Admin
Ensure employee experience + operational efficiency alignment
How You'll Work.
Team & Collaboration
Utilizing cross-functional alignment, this position is responsible for leading unified “virtual” teams that will consist of members from multiple disciplines (Network Platform and Infrastructure Platform Operations); Collaborate with Engineering / L3 teams; Work closely with HR (P&C) – staffing, performance, policy enforcement; Work closely with Facilities – workplace readiness (WFO support, infrastructure); Work closely with Transport / Admin – shift support, employee well-being
Communication Scope
Excellent verbal, written, interpersonal communication, and customer service skills, in English is required.; Clear, factual, and structured communication
Full 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,” 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. **The Role** Reporting to the Senior Service Delivery manager, this position is critical in ensuring the implementation of the vision for the 24/7 Technology Operations Centre organizational unit. This position will ensure the delivery and support of IT Event, Incident, and Request Management processes at WBD while ensuring a culture of excellence and consistent service and supporting WBD’s best-in-class distribution and infrastructure. **Highlights of the role** Utilizing strong cross-functional alignment, this position is responsible for leading unified “virtual” teams that will consist of members from multiple disciplines (Network Platform and Infrastructure Platform Operations), to form a dynamic technology-focused team capable of providing monitoring to all WBD linear and non-linear output and platforms, as well as supporting IT infrastructure. The support operation also leads WBD’s response to all incidents within our infrastructure. The organizational scope of the IT Operations Manager is day-to-day oversight of staff and services when on duty within our Hyderabad Operations Centers – staff across multiple disciplines. In addition, the role holder will manage a functional group based on their skill group (Network Operations, Infrastructure O
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