Operations Engineer I

Warner Bros. Discovery•Atlanta, GA

5d•Onsite

About The Position

The Global Command Center (GCC) is the central hub for managing incidents, major incidents, service requests, and activities across production, broadcast engineering, editing, and production operations for Warner Bros. Discovery (WBD), News & Sports, and Entertainment properties. The Operations Engineer is responsible for receiving incoming calls, communications, and tickets, performing first-call triage, resolution, dispatch, and escalation for incidents ranging from low priority to On-Air emergencies. This role involves monitoring a wide variety of systems and technologies, coordinating communication during Major Incidents with organization-wide impact, and resolving incidents through remote control software, knowledge base research, or in-person support. All activities are logged in an IT Service Management tool, and broad communications are managed through enterprise notification systems and organizational chat solutions. Excellent written and oral communication skills are essential for engaging with WBD production teams, Engineering groups, On-Air Talent, Journalists, and Editors globally, who are supported 24/7. Additionally, the Operations Engineer will have opportunities to shadow other engineering teams and participate in larger projects, including cabling, equipment installation/removal, and integration/testing in various Terminal Gear Rooms, Data Centers, and Broadcast Facilities.

Requirements

Competencies in digital audio & video studio environments, control systems, audio and video edit tech, MAM, contribution and distribution systems.
Strong understanding in IP production environments (SMPTE 2022/2110).
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.
Ability to provide leadership when responding to and leading the Major Incident response.
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.
Ability to provide timely, accurate, clear and concise comms to the SLT and relevant stakeholders (using applicable tooling).
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.
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.

Nice To Haves

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).

Responsibilities

Act as part of a collaborative team environment within the Global Command Center (GCC).
Receive incoming calls, communications, and tickets.
Perform first-call triage, resolution, dispatch, and escalation on incidents.
Monitor services and equipment for a wide variety of systems and technologies.
Coordinate communication around Major Incidents which have organization-wide impact.
Resolve incidents through remote control software, researching using a knowledgebase repository, or in person for on-site customers.
Log all incidents and requests in an industry standard IT Service Management tool.
Handle broad communications through enterprise level notification systems and organizational chat solutions.
Engage and navigate the position with customers including WBD production teams, Engineering groups, On-Air Talent, Journalists, and Editors across multiple bureaus globally.
Shadow with other engineering teams.
Participate at an implementation level in larger projects, including cabling and equipment install/removal, and integration and testing throughout various Terminal Gear Rooms, Data Centers, and Broadcast Facilities.