Tech Lead - Workforce Support

Warner Bros. Discovery

Website: wbd.com
Job details:

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.

Your New Role:
This role leads a critical component in the IT department’s ability to lead the first line support team providing IT support & services to the local, regional, and Global user base covering the support via Global Service Desk, Live Chat, Tech Bars in their respective region. The role is highly visible customer facing to manage the day-to-day escalations and dynamic challenges, which needs skills to lead the technical teams with people management and relationship building

Your Role Accountabilities:

OPERATIONS/PROJECT MANAGEMENT

• Lead the team mix of Global Service Desk, Live Chat agents and Tech Bar engineers in their respective regional.
• Escalating tickets to next level, ensuring timely resolution and meeting service level agreement [SLA]to internal customers.
• Participate in Global support team, provide inputs and feedback in building and improving the standard operating procedures.
• Manage and track the day-to-day performance of the Techs, provide inputs to ensure the delivery of a quality service and end user experience.  
• Work with Asset management team to ensure CMDB is fully up to date for their respective region.  
• Support & embrace global standards related to both hardware and software.
• Prepare monthly reporting for Global Service desk, review with the manager and global counterparts.
• Continue service improvement, work with global teams, local internal customers and global service desk team to ensure the excellence in delivering the customer service within agreed SLA.
• Manage the performance assessment of the team.  

STRATEGY

• Collaborate with key stakeholders to understand team needs and dependencies to better align business processes.
• Assist in developing and executing a methodology to evaluate, prioritize and monitor the success of the business processes.
• Work closely with various cross function org to understand the change, draw strategy to cover the support for global users.
• Ability to build a framework and drive development through dynamic business intelligence tools and dashboards for use in ongoing business planning and goal measurement through KPIs.

ANALYTICS

• Develop comprehensive performance analysis of IT services and review ways of improvement.
• Actively participate in stakeholder meetings with the goal of understanding all major projects and initiatives planned.

Qualifications & Experiences:

• 5+ years of prior experience in a related field (media, entertainment, business development or streaming services industry experience a plus)
• Superior analytical and problem-solving skills
• Experience developing financial models in Excel AND facilitating business discussions.
• Expert user of Microsoft Office (Excel, PowerPoint, Word) to prepare all documents, presentations, graphs, briefings, and worksheets.
• A passion for accuracy and translating insights into a compelling narrative; able to maintain a balance between the details and the larger picture.
• Excellent written and verbal communication.
• Superb relationship building skills.
• Work collaboratively w/small teams.
• Ability to handle multiple assignments concurrently.

Not Required but preferred experience:

• Bachelor/Master or any equivalent degree in IT stream.
• Knowledge of and passion for media, entertainment, and technology industries (including key players, growth trends and drivers, new media models, industry structure, etc.)
• Familiarity with streaming and similar products/services
• Experience working in a national or global company
• Some visualization tool knowledge would be helpful (i.e. Tableau, Power BI)
• Comfortable in working in highly iterative and somewhat unstructured environment

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.

Click on Apply to know more.