Duty Operations Manager
Discovery Communications
Sterling, VAThis was removed by the employer on 1/10/2020 7:31:00 AM PST
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Full Time Job
Our Team
As Discovery Inc’s portfolio continues to grow – around the world and across platforms – the Global Technology & Operations team is building media technology and IT systems that meet the world class standard for which Discovery is known. GT&O builds, implements and maintains the business systems and technology that are critical for delivering Discovery’s products, while articulating the long-term technology strategy that will enable Discovery’s growing pay-tv, digital terrestrial, free-to-air and online services to reach more audiences on more platforms.
From Amsterdam to Singapore and from satellite and broadcast operations to SAP, we are driving Discovery forward on the leading edge of technology.
The Role
Reporting to the Director Center Operations (UK or US), this position is critical in ensuring the implementation of the vision for the 24/7 Technology Operations Centre organizational unit. This position will ensure the delivery and support of IT Event, Incident and Request Management processes at Discovery ensure a culture of excellence and consistent service and supporting Discovery’s best in class distribution and infrastructure.
Highlights of the role
Utilizing strong cross-functional alignment, this position will be responsible leading unified “virtual” teams that will consist of members from multiple disciplines (Distribution Operations Network Operations, Enterprise Platform Operations, Digital Platform Support Operations and Security Operations) to form a dynamic technology focused team capable of providing monitoring all Discovery linear and non-linear output as well as supporting IT infrastructure. The support operation also leads Discovery’s response to all incidents within our infrastructure.
Organizational scope of Duty Operations Manager staff within either our London or Sterling, VA centers – circa 12 staff across multiple disciplines In addition the role holder will line manage a group of between 6-7 staff within a functional group based on skill group (Distribution Operations Network Operations, Enterprise Platform Operations, or Digital Platform Support Operations) based in 2 locations supporting 50 offices and productions centers globally, each led be an Operations Center Director.
The position is key to ensuring organizational improvements, consistently maintain and improve our customer feedback system, and establish effective performance measurements to show successes and areas of opportunity.
This position is a mission critical role in leading GT&O’s global Technology Operations Centers. As a function it is the 24/7 Command & Control Hub for all our all Distribution and IT support services. Post holders will be expected to work shifts including weekends whilst regular night work is not required it should be expected that the post holder will need to work nights during certain events.
The centers are the point of contact and owners for an IT Major Incident Incidents and as Operations Center Director are responsible for the implementation of the IT Major Incident process and procedures for Global Technology & Operations and the department’s recovery plans. The centers are also the focal point of contact for an IT response in the event of an organization wide Major Incident.
This position is a member of the leadership team for Technology Operations and will guide the development of the team, and communicate the direction of the organization.
Responsibilities
1. Work closely with product and dev teams from QA, UAT to deployment for all new feature/application releases, platform change and bug fixes whilst simultaneously creating detailed SOPs (Standard Operating Procedures) for your team to seamlessly onboard knowledge and support.
2. Work with the digital product and dev teams to implement effective end-to-end system support process.
3. Work with site reliability engineering team to analyze and implement efficient automated monitoring solutions
4. Troubleshoot any new technical issues on all platforms with knowledge of code development, platform infrastructure and user experience gained from liaising with relevant product and dev teams. Train the team to onboard the troubleshooting knowledge and implement each of them as a SOP.
5. Day to Day support leadership for one of two centers, owning real-time Tier 1 and Tier 2 responses to active requests and incidents where needed. Lead a “virtual” center operation, to ensure the organization is properly staffed 24/7 across the two sites
6. Support the creation of an integrated technology support organization based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business
7. Drives continuous improvement to key metrics through process, system, and organizational refinements
8. Ensure that event, incident, major incident and problem management processes are implemented effectively
9. Acts as major incident lead when on duty. Is a focal point of communication to GTO and Digital leadership during a major incident. Vet potential critical outages, determine and prioritise status
10. Creation and ownership of multiple and trust wide business continuity reporting including disaster recovery
11. Reporting on serious incident status including customer notifications. Ensures communications are accurate, timely and messages for multiple audiences.
12. Responsible to produce the post incident report and accountable for any remediation planning that results from lessons learnt
13. Contributes to root cause analysis reports and accountable for any remediation planning that results from lessons learnt
14. Responsible for planning onsite cover during serious incidents, ensuring staff are directed to the correct area of focus
15. Works with the Engineering and Product Teams to ensure the contingency plans are kept up-to-date and available
16. Planning onsite 3rd party presence during a serious incident
17. To manage staff in a matrix organisation, particularly overnight as the senior manager onsite – supervising a wide range of staff in a highly stressful situation
18. To motivate and continually develop a good quality & customer focused Operations Center team
19. Motivate other teams through effective and proactive leadership techniques through stressful situations
20. Guide and mentor the Operations teams and user base in the event of serious incidents
21. Develops and implements effective maintenance and back up regime across systems and infrastructure
22. Maintains KPI and service metrics framework. Ensure service levels and targets are adhered to and corrective measures in place to maintain performance targets
23. Maintains skills and career path framework for centre staff. Ensures these are in place for all staff
24. Lead and deliver small to mid-size projects or organisational change within operations centre scope
25. Partner with relevant GT&O and Digital leadership teams on technology implementation. Ensure impacts on the department are understood and that mechanisms in place to manage these impacts and ensure service continuity
26. Partner with GT&O & Digital Sports and Olympics teams on for Sport Events and Olympic Games
27. Responsible for implementing effective business continuity and disaster recovery plans for leads an integrated technology support organization based on collaboration, best practices, standards, efficiency, and commi
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