IT Operations Manager

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 Operation) supporting multiple offices and production Centers globally.

The position is key to ensuring organizational improvements, consistently maintaining, and improving our customer feedback system, and establishing effective performance measurements to show successes and areas of opportunity.

This position is a mission-critical role in leading global Technology Operations for Core IT. As a function, it is the 24/7 Command & Control Hub for all our IT support services. Postholders will mainly work in shifts during business hours with an on-call rotation. However, during certain critical events working different shifts (including nights and weekends) will be required.

The Centers are the point of contact and owners for Major Incidents and the postholder is responsible for the execution of the Major Incident process and procedures for Enterprise Technology & Operations and the department’s recovery plans. The Centers are also the focal point of contact for Global IT’s response in the event of an organization-wide Major Incident.

This position is a member of the leadership team for Technology Operations and will guide the team's development and communicate the organization's direction.

Your Role Accountabilities:
1. Service Delivery & Operations Management

• Ensure 24x7 operational stability across all supported infrastructure services
• Own end-to-end service delivery for L1/L2 operations
• Monitor SLA / KPI adherence (MTTR, SLA compliance, backlog, response times)
• Drive incident resolution efficiency and minimize downtime
• Oversee intake channels:
  • ServiceNow (Incidents, Requests)
  • Monitoring alerts (SolarWinds, BigPanda, PagerDuty)
  • Slack (TOC channels)
  • Shared mailbox & hotline

2. Incident & Major Incident Management

• Govern P2/P3/P4 incident lifecycle
• Lead or support Major Incident Management (MIM) for P1/P2 outages
• Ensure:
  • Timely escalation and stakeholder communication
  • Proper call bridges (Zoom/Teams) setup
  • Service restoration within agreed timelines
• Drive Post-Incident Reviews (PIRs):
  • Ensure RCA quality
  • Validate evidence (before/during/after outage)
  • Track corrective & preventive actions (CAPA)

3. Monitoring & Event Management

• Ensure effective monitoring coverage across:
  • Network (SolarWinds)
  • Infrastructure / Storage / Backup systems
  • Application alerts via aggregation tools
• Reduce alert noise and improve event correlation
• Drive proactive detection vs reactive response
• Govern alert-to-incident conversion accuracy

4. Team Management & Leadership

• Manage L1, L2 engineers and shift leads
• Ensure:
  • Proper shift rostering & coverage model
  • Attendance, leave, and WFO compliance
• Conduct:
  • Performance reviews
  • Coaching & feedback (technical + behavioral)
• Drive accountability culture across managers and ICs
• Handle:
  • Attrition risks and retention discussions
  • Skill development plans

5. Process Governance & Compliance

• Enforce adherence to:
  • ITIL processes (Incident, Change, Problem)
  • SOPs and runbooks
• Ensure audit readiness (SOX / internal audits)
• Conduct:
  • Ticket quality audits
  • Process compliance checks
• Drive standardization across shifts and teams

6. Change & Release Coordination

• Govern Change Requests (CRs) raised by GTOC
• Validate:
  • Change quality and risk assessment
  • Proper documentation and approvals
• Ensure:
  • Minimal impact to production
  • Post-change validation
• Collaborate with Engineering / L3 teams

7. Stakeholder & Executive Communication

• Act as primary interface with:
  • Engineering teams
  • Business stakeholders
  • Leadership (Sr. Directors, VPs)
• Provide:
  • Daily / weekly service reports
  • Executive summaries (incidents, risks, improvements)
• Ensure clear, factual, and structured communication

8. Continuous Improvement & Automation

• Identify and drive:
  • Process improvements
  • Automation opportunities (ServiceNow, monitoring tools)
• Reduce:
  • Manual effort
  • Repeat incidents
• Lead initiatives like:
  • Skill matrix enhancement
  • Knowledge base maturity
  • Shift handover quality improvement

9. Service Catalogue & Capability Management

• Maintain GTOC service catalogue (L1 + L2 merged)
• Ensure clarity on:
  • Service ownership
  • Support boundaries (L1 vs L2 vs L3)
• Add/modify services such as:
  • Monitoring
  • Incident handling
  • Infrastructure health checks
  • Backup reporting (e.g., Commvault)

10. Risk Management & Operational Control

• Identify operational risks (people, process, technology)
• Implement mitigation plans
• Prevent:
  • Single points of failure
  • Knowledge dependency risks
• Maintain business continuity readiness

11. Collaboration Across Functions

• Work closely with:
  • HR (P&C) – staffing, performance, policy enforcement
  • Facilities – workplace readiness (WFO support, infrastructure)
  • Transport / Admin – shift support, employee well-being
• Ensure employee experience + operational efficiency alignment
   

Qualifications & Experiences:

• Bachelor’s degree in IT Business Management, or equivalent work experience.
• 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.
   

Not Required but preferred experience:

• Experience working for a Media Company/Broadcast is desirable but not essential.
• Knowledge of local employment laws is beneficial.

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, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability 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.