Job Description: • 2-minute read •
Warner Bros. Entertainment Inc. seeks a Director, Operations Support Services, Application Infrastructure & Operations for the APO: APP Infrastructure & Ops department. Director Operations Support Services, Application Infrastructure & Operations (AIO) is the key individual responsible for all aspects of interaction between the AIO group and the company/business units it supports.
AIO is responsible for the 24x365 operations of applications and tools for the entire WB company. In this role, you will be responsible for forming the processes, identifying the tools, and oversee the planning of the operational needs for the business. This position will effectively act as the “voice” of the AIO organization to the rest of the Technology Solutions organization and the WB company overall.
As a service organization, it is critical that AIO is perceived as Approachable, No-Nonsense, “Can-Do,” Nimble, and entirely company-focused. This requires that the Director of Operations Support Services to balance the creation of clearly defined processes against a truly human element; a sense on the part of the business that “someone is home” and that there is someone who can talk through issues with them and get them resolved.
Critical elements of technical and financial planning, 24x7 support, incident communication and resolution, billing, etc. all demand that the individual in this function have a strong understanding of the technologies overall and an almost encyclopedic knowledge of the many, many applications which the AIO organization operates.
Finally, woven throughout this role is a responsibility to drive forward the company’s and TS’s cultural goals and create an environment of responsibility, excitement, passion, ownership, and SPEED.
JOB RESPONSIBILITIES
Establish processes and tools for Inventory management and oversee continuous update of inventory data.
Establish incident/resolution communication plans and oversee them.
Establish and oversee bill-back processes.
Meet with Application Owners to resolve problems with communication or other processes.
Implement and oversee AIO Intranet for the company.
Manage 3rd-Party 24x7 Ops groups for escalation.
Communicate and Update AIO Roadmap & Services.
JOB REQUIREMENTS
Minimum Bachelor’s Degree. Subject less important than Work Experience.
Extensive experience in Technology Project Management and/or Operations.
Extensive experience implementing and developing ITIL based processes.
Extensive experience using platforms and tools for Ticket Tracking, Project Management.
Experience developing communications plans between Technology and Non-Technology Groups.
Strong Customer Service Experience for Technologies and Technology Operations.
Excellent written and spoken communication skills with a special focus on translating technical issues and business processes to English.
Ability to work very closely with 3rd-party and offshore Technology Contractors.
Extensive understanding of Finance processes around Technology Operations.
Oriented around establishment of processes and standards to solve problems – while at the same time flexible about departing from processes as need to get the job done.
A strong understanding of the technology components involved in the entire Hosting/Operations environment, including Cloud-Based Technologies and the “Technology Stack” that comprises Applications.
Must be able to communicate effectively and tactfully with all levels of personnel, both in person and on the telephone.
Must be able to pay close attention to complex detail and understand written and oral instructions.
Must be able to organize and schedule work effectively.
Must be able to work well under time constraints.
Must be able to handle multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned.
Must be service-oriented.
Must be able to work independently.
Must be able to work flexible hours, including possible overtime, when necessary.
Must be able to maintain confidentiality.
Pass it on for Referral Bonus. Not the right role for you, but know someone we should meet? Share with him to earn $1,000 referral bonus.
Warner Bros. Entertainment Inc. seeks a Director, Operations Support Services, Application Infrastructure & Operations for the APO: APP Infrastructure & Ops department. Director Operations Support Services, Application Infrastructure & Operations (AIO) is the key individual responsible for all aspects of interaction between the AIO group and the company/business units it supports.
As a service organization, it is critical that AIO is perceived as Approachable, No-Nonsense, “Can-Do,” Nimble, and entirely company-focused. This requires that the Director of Operations Support Services to balance the creation of clearly defined processes against a truly human element; a sense on the part of the business that “someone is home” and that there is someone who can talk through issues with them and get them resolved.
Critical elements of technical and financial planning, 24x7 support, incident communication and resolution, billing, etc. all demand that the individual in this function have a strong understanding of the technologies overall and an almost encyclopedic knowledge of the many, many applications which the AIO organization operates.
Finally, woven throughout this role is a responsibility to drive forward the company’s and TS’s cultural goals and create an environment of responsibility, excitement, passion, ownership, and SPEED.
JOB RESPONSIBILITIES
Establish processes and tools for Inventory management and oversee continuous update of inventory data.
Establish incident/resolution communication plans and oversee them.
Establish and oversee bill-back processes.
Meet with Application Owners to resolve problems with communication or other processes.
Implement and oversee AIO Intranet for the company.
Manage 3rd-Party 24x7 Ops groups for escalation.
Communicate and Update AIO Roadmap & Services.
JOB REQUIREMENTS
Minimum Bachelor’s Degree. Subject less important than Work Experience.
Extensive experience in Technology Project Management and/or Operations.
Extensive experience implementing and developing ITIL based processes.
Extensive experience using platforms and tools for Ticket Tracking, Project Management.
Experience developing communications plans between Technology and Non-Technology Groups.
Strong Customer Service Experience for Technologies and Technology Operations.
Excellent written and spoken communication skills with a special focus on translating technical issues and business processes to English.
Ability to work very closely with 3rd-party and offshore Technology Contractors.
Extensive understanding of Finance processes around Technology Operations.
Oriented around establishment of processes and standards to solve problems – while at the same time flexible about departing from processes as need to get the job done.
A strong understanding of the technology components involved in the entire Hosting/Operations environment, including Cloud-Based Technologies and the “Technology Stack” that comprises Applications.
Must be able to communicate effectively and tactfully with all levels of personnel, both in person and on the telephone.
Must be able to pay close attention to complex detail and understand written and oral instructions.
Must be able to organize and schedule work effectively.
Must be able to work well under time constraints.
Must be able to handle multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned.
Must be service-oriented.
Must be able to work independently.
Must be able to work flexible hours, including possible overtime, when necessary.
Must be able to maintain confidentiality.
Pass it on for Referral Bonus. Not the right role for you, but know someone we should meet? Share with him to earn $1,000 referral bonus.
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