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 that have organization‑wide impact. Resolution of incidents is done through remote control software, researching using a knowledge‑base 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 engages and navigates this role. Customers include WBD production teams, engineering groups, on‑air talent, journalists, and editors across multiple bureaus in multiple cities worldwide, supported 24/7.
* 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.
* Leadership & Management: Ability to provide leadership when responding to and leading the major incident response, set priorities, provide direction, support resolver groups to restore services quickly, influence teams that do not report to you, and communicate timely, accurate, clear, and concise information to SLT and stakeholders.
* Service Management: Solid understanding of service management processes, in particular Service Transition, Service Operation, and Service Reporting.
Tech Onsite Working
This role is advertised as onsite, meaning all working hours and days (regardless of shift pattern) will be carried out at the place of work. Subject to applicable laws, WBD and your Line Manager reserves the right to change this working agreement if essential to business needs and upon reasonable notice.
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