Infrastructure Analyst in Constanţa

SolarWinds (nice to have) Pagerduty (nice to have) ServiceNow (nice to have) Active Directory (junior) IT Support (junior) Warner Bros. Discovery is a global fast-paced entertainment and media company, which continues to grow around the world, as well as across emerging platforms.The Technology Operations Center (TOC) department consists of several teams that work together with a one-team approach, as well as three locations (USA, UK, PL). We are the first point of contact, as well as owners of Major IT Incident Incidents. This means Analysts within TOC teams are also responsible for initiating the Major IT Incident process and procedures, to support our Platform Infrastructure. TOC Teams: 1st Line Network/Platforms, 2nd Line (Network/Platforms/Cloud/Domain Mgmt), Digital Platform Support Operations.The RoleReporting to a Duty Operations Manager, this position is critical in monitoring and supporting WBD’s Global Network and Infrastructure platforms. Ensuring tickets and issues are escalated accordingly and the Major Incident outage process is followed to ensure speedy communication to our internal teams/executives and customer services teams. Highlights of the rolesThe position is part of a unified technical operations team that will consist of members from multiple disciplines (Network Operations, Server/Storage Operations, Digital Platform Support Operations) to form a team capable of providing monitoring and support to all WBD technical infrastructure and where relevant you will escalate to Tier 2/Tier 3 engineers across the globe. This exciting new role has the scope for you to learn and progress into more technical roles within the ET&O teams.Working as part of a team of Tier 1 and Tier 2 operators in our Krakow operations center, the role is responsible for monitoring and providing 1st line (Tier 1) support of WBD’s network, infrastructure and digital services across 50 offices and production centers globally.This function supports the business 24 x 7 x 365. Post holders will be expected to work shifts including weekends and night shifts.Responsibilities:Monitoring all our production network and platforms real time using systems such as PagerDuty, SolarWinds, ServiceNow, etc.Outage vetting and escalating to our Tier 2/Tier 3 engineers and 3rd party vendorsWhere possible resolving issues at the frontline or escalating to the Tier 2/3 engineers and 3rd party providersWriting of outage notifications and raising, and managing tickets in ServiceNow, following Discovery’s Incident Management process. Checking whether changes have impacted the service and advising others accordingly. Ensuring that requests are handled in a timely mannerMaintain Knowledge Base(s) and writing of processes where necessary to help and aid others in the futureEnsure detailed shift handover among colleaguesProvide support to the Duty Operations Manager in the management of high priority outages as needed, providing stakeholder communications at agreed intervals until resolution of the issue with root cause determinedCoordinate with vendors and 3rd party suppliers on relevant issue reporting/resolution, post-incident reports, onboardings, service reviews, and system migrations/deploymentsRequirements:1+ years providing administrative, troubleshooting, and technical support in a technology departmentFlexibility to work early morning, evening, weekend, and overnight shiftsExperience working with Active DirectoryExperience using ServiceNow, PagerDuty, or another similar Service Management toolBasic networking knowledge is a plusWorking knowledge of ServiceNow, MS Word, Excel, or similar computer software systemsWorks well under pressureExcellent interpersonal skillsAble to work independently & collaborate with a team to meet business objectivesAble to communicate technical matters to technical and non-technical audiencesMust be able to independently research, troubleshoot, and resolve trouble tickets within established Service Level AgreementsExcellent English written and verbal communication skillsPlease be informed that we will consider applications only in English version.We offer:hybrid work model: 3 days from the office, 2 days from homefree access to player.pl and HBO Maxbenefit package: private medical health care, life insurance, MyBenefit cafeteria including sport card, social funds, retirement pension plans, recognition platform, employee referral programwork-life balance initiatives: wellbeing platform, educational webinars, Employee Assistance Program, internal media initiativestraining & development: sharing the cost of English lessons, Employee Resource Groups, Bridge learning platform, sharing sessions with expertsCSR activities: volunteering, eco & social initiativescasual dress codeparking space available for booking