Site Reliability Operations Engineer II

Responsibilities

• Provide support during major product and content launch events.
• Recreate customer facing issues across a variety of devices
• Conduct Pre/During/Post Live checks on assets and systems for 2-4 Critical User Journeys (CUJs).
• Provide triage support by interrogating systems and escalating incidents internally for further support.
• Respond to automated alarms/alerts, carry out defined analysis, and escalate to relevant engineering teams within agreed SLAs.
• Issue communications to business users in the event of incidents and provide daily incident status reporting.
• Analyse client issues escalated by customer service and internal production/content operation teams.
• Ensure all issues are logged and tracked through to resolution, leveraging ITIL principles of Incident, Problem, and Change management.
• Ensure detailed shift handover among colleagues.
• Update department support documentation promptly to reflect all changes (Knowledgebase, Run Books, etc.).
• Support Staff Specialists and Operations Managers in the management of high-priority outages as needed.
• Engage in regular internal stakeholder meetings (customer services, production/content operations, QA team, product owners, and enginee

Benefits

Additional Information

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. Site Reliability Operations Specialist - II (SRO Team), Hyderabad About Warner Bros. Discovery: Warner Bros. Discovery, a premier global media and entertainment company, offers audiences the world's most differentiated and complete portfolio of content, brands and franchises across television, film, streaming and gaming. The new company combines Warner Media's premium entertainment, sports and news assets with Discovery's leading non-fiction and international entertainment and sports businesses. For more information, please visit www.wbd.com . Meet Our Team: The Site Reliability Operations (SRO) is a global team which is part of the wider Site Reliability Engineering (SRE) department who are responsible for global technology reliability and operations across Warner Bros. Discovery's Streaming platforms. SRO is the first point of contact for technical and operational issues within Warner Bros. Discovery's Streaming division. The SRO teams are responsible for initiating the major incident process, triaging technical problems, conducting content QC validations and action mitigations where applicable, to provide our streaming customers a best-in-class service. Roles & Responsibilities: The Site Reliability Operations Specialist - II role supports an extensive suite of Live, VOD, OTT/Digital Playout via client applications. You will report to the Operations Manager and be part of a 24/7 team of other Specialists. You will focus on the overall stability of our streaming systems including both VOD and Live content on TNT Sports, Eurosport, Discovery Plus, HBO MAX, and CNN brands. Think Olympics, Premier League, Champions League, Tennis Grand Slams and Tour de France as a start. You will also learn about our Cloud infrastructure and help support our major VOD (White Lotus, Euphoria, House of Dragon) and market launch releases. The position requires you to be on-site and is a shift-based role, requiring flexibility with working hours as weekends and public holidays are some of our busiest times. For major events/launches, you may be required to work overnight. You will be working as part of a unified team, which consists of members from multiple disciplines. You'll be monitoring quality of service, quality of experience and non-linear output, as well as supporting digital OTT cloud infrastructure. You will be expected to use your operational analytics and incident management skills to provide support for all issue areas, working with support teams/engineers for a swift resolution to any technical issues. You will also be expected to support and educate your team members about new processes, while independently keeping your technical know-how up to date. Having a versatile personality and technical skillset, with the ability to stay focused and continually develop is key to being successful in this role. 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.

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