Operations Engineer I in London

Responsibilities include receiving and triaging incoming calls, communications, and tickets; performing first-call resolution, dispatch, and escalation on incidents ranging from low priority to on-air emergencies. Monitor services and equipment for a wide variety of systems and technologies, and coordinate communication around major incidents that have organisation-wide impact. Resolve incidents through remote control software, knowledge-base research, or in-person intervention for on-site customers. Log incidents and requests in an industry-standard IT Service Management tool; use enterprise-level notification systems and organisational chat solutions. Communicate clearly in written and oral form; engage with WBD production teams, engineering groups, on-air talent, journalists, and editors across multiple bureaus worldwide and provide 24/7 support. Shadow other engineering teams and participate in implementation-level larger projects, including cabling, equipment install/removal, integration, and testing across terminal gear rooms, data centres, and broadcast facilities.

Accountabilities & Competencies

• Technology: Competencies in digital audio and video studio environments, control systems, audio and video edit technology, media asset management, contribution and distribution systems, and strong understanding of IP production environments (SMPTE 2022/2110).
• Production: Solid understanding of the production and editorial process and how technology failures relate to or impact the ability to produce content or directly impact audience for linear platforms and markets. Work with digital-to-connect-equivalent functions where applicable.
• Leadership & Management: Ability to lead major incident response, set priorities, provide direction, and support resolver groups to restore services quickly, either through workarounds or fixes. Ability to influence groups that do not report directly, and provide timely, accurate, clear, and concise communications to senior leadership and stakeholders.
• Service Management: Solid understanding of service management processes, particularly Service Transition and Service Operation (event management, incident management, major incident management, problem management, change management), and service reporting.

Work Location: Onsite; all working hours and days, regardless of shift pattern, will be performed at the place of work. The company reserves the right to change this agreement where essential to business needs and with reasonable notice.

EEO Statement: Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds, and experiences. As an equal-opportunity employer, we consider qualified candidates on the basis of merit, regardless of race, colour, religion, sex, national origin, age, disability, or other protected class.