Every great story has a new beginning, and yours starts here.
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.
Job Summary...
This position reports to the Manager of the Global Command Center (GCC) group and is responsible for the supervision and direct leadership of technical support professionals in a 24x7x365 production and broadcast environment that operate in North America and EMEA. They will manage team performance, customer relationships, broadcast-related support calls, monitoring of the broadcast environment, broadcast projects, and the team’s involvement in the Incident Management, Major Incident, and Service Request processes. The Supervisor is charged with providing direction, developing staff members, ensuring compliance with processes, and identifying service improvement opportunities in the management of broadcast related issues or services.
Broadcast Command Center/ Global Production Operations Center Support
Provide oversight of remote and on-site user support for production and broadcast infrastructure and broadcast transmission issues.
Engage partners in the identification of solutions to recurring issues and problems.
Audit processes executed by the technical staff to ensure compliance, taking the appropriate action to correct/improve identified issues with individuals, the team or the Process Owner.
Work with Process Owners to recommend improvements to the processes or tools used to manage the process.
Review monitoring events, repetitive tasks and activities for potential automation opportunities
Periodically evaluate tools utilized in the performance of each area of responsibility to determine if upgrades, additional tools or replacements are needed
Manage customer/partner communication for Major Incidents
Survey Customers/Partners for feedback on the service provided by the technical staff to look for Customer Satisfaction improvements.
Act as subject matter expert on a limited number of systems as well as the onboarding of new systems
Leadership, hiring and Professional Development
Continuously interviewing and hiring across the 30+ team positions
Develop metrics to measure and report shift/team performance to Management.
Ensure that Knowledge (i.e. processes, procedures, troubleshooting guides, etc.) is developed and maintained to support the roles of each responsibility area.
Creating and updating the scheduling of technical staff members to ensure adequate coverage for each of the responsibility areas.
Manage and approve time off and leave.
Develop technical staff members by providing training and developmental opportunities.
Effectively communicate departmental goals and directives to staff members
Engage Partners to identify other support opportunities that can be handled by the technical staff.
Provide High-level Project Management oversight to technical staff members engaged in project activities
Participate in setting yearly performance plan and guidelines for staff, as well as, executing the performance rollout and all performance reviews. Manage employee performance and corrective action plans as needed.
Work closely with Project Managers during the build out and turnover process to develop a support plan.
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.
The Legal Bits…
Warner Bros. 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 with a disability and you need a reasonable accommodation in order to apply for this position, please contact us at
[email protected].