Job Description
Job Summary
We are seeking an experienced Lead - Incident & Change Management to drive operational excellence across Warner Bros. Discovery's global infrastructure environment. This role will be responsible for end-to-end Incident Management, Major Incident Management (MIM), Change Management governance, executive stakeholder communications, and operational leadership across a 24x7 support model.
The successful candidate will act as a shift lead during critical situations, coordinate cross-functional technical teams during outages, manage executive communications, and drive service restoration while ensuring adherence to ITIL best practices. This position requires strong leadership, excellent communication skills, and the ability to make timely decisions in high-pressure environments.
Work Model
100% Work from Office (5 Days a Week)
Shift Pattern
Rotational Shifts & Rotational Week Offs
Experience
7-9 Years
Function
Global Technology Operations Center (GTOC) / Infrastructure Operations
Responsibilities
Incident & Major Incident Management
- Own and manage the complete Incident Management lifecycle from detection through service restoration and closure.
- Lead Major Incident (P1/P2) response activities across infrastructure, network, cloud, and platform services.
- Drive incident triage, prioritization, escalation, and resolution activities.
- Facilitate and lead technical bridge calls during major outages and business-critical incidents.
- Coordinate with technical SMEs, resolver groups, vendors, and leadership teams to accelerate restoration.
- Ensure timely incident updates and business communications throughout the incident lifecycle.
- Conduct incident reviews and ensure lessons learned are documented and actioned.
Change Management
- Govern end-to-end Change Management processes in accordance with ITIL standards.
- Review, assess, approve, and oversee infrastructure and platform changes.
- Chair or support Change Internal Advisory Board (CAB) activities.
- Evaluate change risks, business impacts, rollback plans, and implementation readiness.
- Monitor change success rates and ensure compliance with organizational governance standards.
- Drive continual enhancement of change governance processes.
Executive & Stakeholder Communications
- Prepare and deliver executive-level communications during service outages and major incidents.
- Provide clear, concise, and accurate business impact assessments to senior leadership.
- Manage stakeholder expectations during ongoing incidents and planned maintenance activities.
- Develop high-quality incident summaries, situation reports, and executive briefings.
- Serve as a primary communication lead during critical business-impacting events.
Operational Leadership
- Function as a Shift Lead for Global Technology Operations Center activities.
- Provide operational oversight across Infrastructure Operations teams during assigned shifts.
- Ensure adherence to SLAs, OLAs, escalation procedures, and operational standards.
- Support operational decision-making during complex and high-severity incidents.
- Act as an escalation point for analysts, engineers, and resolver teams.
Process Improvement & Service Excellence
- Drive ITIL-aligned process improvements across Incident, Change, and Major Incident Management practices.
- Identify operational gaps and implement corrective actions to improve service reliability.
- Develop and maintain operational procedures, runbooks, and process documentation.
- Analyze incident and change trends to recommend preventative measures and service improvements.
- Support operational governance, reporting, and KPI reviews.
Vendor & Cross-Functional Coordination
- Coordinate with internal engineering teams, third-party vendors, and service providers during incidents and changes.
- Manage vendor escalations and ensure accountability for issue resolution.
- Facilitate cross-functional collaboration during complex service disruptions.
Required Experience
- 7-9 years of experience in Infrastructure Operations, IT Service Management, NOC, TOC, Command Center, or Enterprise Operations environments.
- Proven experience leading Major Incident Management (MIM) activities.
- Strong experience with Change Management governance and CAB processes.
- Experience managing large-scale infrastructure outages and service restoration efforts.
- Experience leading 24x7 shift-based operations teams.
- Experience coordinating multiple technology towers including Network, Server, Cloud, Storage, Virtualization, and Security teams.
Technical & Functional Skills
- Strong knowledge of ITIL Incident, Change, Problem, and Major Incident Management processes.
- Hands-on experience with ServiceNow or similar ITSM platforms.
- Understanding of enterprise infrastructure environments including:
- Network
- Windows Server
- Linux Server
- Storage & Backup
- Virtualization Platforms
- Cloud Services
- Familiarity with monitoring and event management platforms such as:
- SolarWinds
- BigPanda
- PagerDuty
- Grafana
Leadership Competencies
- Exceptional verbal and written communication skills.
- Strong executive presence and stakeholder management capability.
- Ability to lead high-pressure bridge calls during critical outages.
- Strong analytical, decision-making, and problem-solving skills.
- Ability to influence technical teams without direct authority.
- Proven capability to lead operational teams across global time zones.
Preferred Qualifications
- ITIL Foundation / ITIL Intermediate Certification.
- Experience in Broadcast, Media, Entertainment, or Enterprise Technology Operations environments.
- Experience in Service Delivery, Operations Management, or Command Center leadership roles.
- Exposure to Continual Service Improvement (CSI), Operational Governance, and Service Reporting.
Working Conditions
- Mandatory Work from Office - 5 days per week.
No Referrers Available
There are currently no referrers available for this job. You can still apply, will let you know once there is any referrer available.