IT Operations Manager

Warner Bros. Discovery

. Ensure 24x7 operational stability across all supported infrastructure services .

Posted 5/12/2026full-timeHyderabad • 🇮🇳 IndiaSeniorLeadWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Ensure 24x7 operational stability across all supported infrastructure services
Own end-to-end service delivery for L1/L2 operations
Monitor SLA / KPI adherence (MTTR, SLA compliance, backlog, response times)
Drive incident resolution efficiency and minimize downtime
Oversee intake channels : ServiceNow (Incidents, Requests)
Monitor alerts (SolarWinds, BigPanda, PagerDuty)
Lead or support Major Incident Management (MIM) for P1/P2 outages
Ensure: Timely escalation and stakeholder communication
Proper call bridges (Zoom/Teams) setup
Drive Post-Incident Reviews (PIRs) : Ensure RCA quality
Validate evidence (before/during/after outage)
Track corrective & preventive actions (CAPA)
Ensure effective monitoring coverage across: Network (SolarWinds)
Drive proactive detection vs reactive response
Manage L1, L2 engineers and shift leads
Ensure: Proper shift rostering & coverage model
Conduct: Performance reviews Coaching & feedback (technical + behavioral)

Requirements

What you’ll need

Bachelor’s degree in IT Business Management, or equivalent work experience
3+ years of direct management experience in the IT function
7+ years’ experience in one or more of the following areas: Incident Management, Infrastructure Operations, or Network Operations
7+ years’ experience in an Enterprise-level support environment
Working knowledge of ITIL is required
Excellent verbal, written, interpersonal communication, and customer service skills, in English is required.

Benefits

Comp & perks

24/7 operational stability
End-to-end service delivery for L1/L2 operations
Monitoring SLA / KPI adherence
Incident resolution efficiency
Major Incident Management (MIM) support
Effective monitoring coverage
Team management & leadership
Process governance & compliance
Change & release coordination
Stakeholder & executive communication
Continuous improvement & automation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

incident managementinfrastructure operationsnetwork operationsSLA monitoringKPI adherenceroot cause analysiscorrective actionspreventive actionsservice deliveryperformance reviews

Soft Skills

communicationleadershipcoachingfeedbackstakeholder communicationinterpersonal skillscustomer serviceproblem-solvingteam managementorganizational skills

Certifications

Bachelor’s degree in IT Business ManagementITIL certification