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    Digital Technology Specialist - London, United Kingdom - Warner Media, LLC.

    Warner Media, LLC.
    Warner Media, LLC. London, United Kingdom

    1 week ago

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    Description

    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.

    Digital Platform Support Analyst, supports an extensive suite of Live, VOD, OTT/Digital Playout via client applications.

    You will report to the Duty Operations Manager and be part of a team made up of Juniors, Analysts and Senior Analysts.

    You will primarily focus on live Sports through our TNT, Eurosport, Discovery Plus and GCN brands.

    The position is a shift based role, requiring flexibility with working hours as weekends and public holidays are some of our busiest times.

    For major events, you may be required to work overnight.

    You will be working as part of a unified team, which consists of members from multiple disciplines (Platforms, Networks & Digital), to form a dynamic technology-focused team, capable of monitoring all linear and non-linear output, as well as supporting IT infrastructure.

    Successful candidates for this role need to have prior experience in leading difficult situations, staying calm, reacting quickly under pressure, and being able to execute the key responsibilities noted below.

    Monitor WBD's OTT infrastructure systems and video streams in real-time, using both eyes-on-glass, and automated monitoring methods to ensure programme KPIs are always upheld.

    Respond to automated alarms/alerts and carry out defined analysis, triaging and/or escalate to relevant engineering teams within agreed SLAs.

    Analyze all client issues escalated by customer service teams, as well as internal production/content operation teams, being the primary point of contact

    Ensure all issues are logged and tracked through to resolution, leveraging the ITIL principle of Incident, Problem, and Change management.

    Ensure detailed shift handover among colleagues.

    Provide support to the Senior Analysts and Duty Operations Managers in the management of high priority outages as needed, providing stakeholder communications at agreed intervals until resolution of the issue with root cause is determined.

    Coordinate with vendors and 3rd party suppliers on relevant issue reporting/resolution, post-incident reports, onboardings, service reviews, and system migrations/deployments.

    Engage in regular internal stakeholder meetings (customer services, production/content operations, QA team, product owners and engineering teams)
    Perform sanity checks on back-end systems/front-end platforms after deployments and releases, and provide feedback to engineering teams regularly.
    Previousexperience working in digital technical operations or media operations environment
    Experience in monitoring and supporting OTT platforms
    Working experience in handling HD and SD video feed input
    Working experience with CMS and EPG systems

    Education – Preferred Bachelor's degree in Digital Media, Information Systems, Computer Science, Business Administration, or related field or equivalent experience.

    Working knowledge of ServiceNow MS Word, Excel or similar computer software systems.
    Working experience in cloud environments particularly AWS or Azure
    ServiceNow, JIRA or similar Incident Management application experience
    Understand and be able to work with monitoring systems and related technologies
    The Legal Bits...

    Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us.

    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 and you require adjustments or accommodations to search for a job opening or apply for a position, please contact us at #
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