Every great story has a new beginning, and yours starts here.
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.
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OVERVIEW:
This position reports to the BIT Manager and is responsible for the timely and professional support of a 24x7x365 broadcast environment. In addition to managing broadcast-related support calls, monitoring of the broadcast environment for quality and performance and broadcast projects, the BIT Supervisor will provide oversight of Turner's BEST Incident Management and Request Fulfillment processes, and provide high-level project management and supervision of a group of technical support professionals. The Supervisor must be proficient in providing direction, developing staff members, ensuring compliance with processes and identifying service improvement opportunities in the management of broadcast related issues or services. The BIT Supervisor is required to ensure a seamless transition of On-Air or Critical unresolved issues, project activities, and status of the broadcasting environment between shifts. The BIT Supervisor is responsible for managing the day-to-day Incident and Request Fulfillment process activities in support of the broadcast environment ensuring that the Service Level Targets are met. Periodically audit the processes for compliance, effectiveness and efficiency working with Process Owners to recommend any necessary process improvements. The BIT Supervisor is also responsible for defining and managing the content and delivery of Knowledge to be used by his/her direct reports and customers who use Turner's BEST products/services. The BIT Supervisor is accountable for the performance of individuals, the overall performance of the shift, and ultimately the performance of the department in supporting major On-Air activities. Travel (typically Domestic, but occasionally international) is required, often with short notice and the ability to physically lift and move equipment weighing 50 pounds or more is necessary. Willingness to perform varied tasks when required on assignment to support the production. Ability to adapt to rapidly changing situations frequently encountered in field remote environments.
MAJOR DUTIES AND RESPONSIBILITIES:
Provide oversight of remote and/or on-site user support for broadcast infrastructure and/or systems to resolve customer or broadcast transmission issues: (50%)
- Engage on On-Air/Critical issues, as needed, to expedite recovery/restoration and manage escalations and communications.
- Partner with other technical departments and the business, as needed, to identify and implement solutions to restore or improve service
- Manage customer/partner communication for Major Incidents impacting Turner's BEST service. Ensure the timeliness of service delivery for all areas of responsibility. Engage Partners to identify other support opportunities that can be handled by the technical staff.
- Provide High-level Project Management oversight to technical staff members engaged in project activities. Monitor all production broadcast systems for quality and performance ensuring that any failures or critical issues are addressed immediately. Travel (typically Domestic, but occasionally international) is required, often with short notice and the ability to physically lift and move equipment weighing 50 pounds or more is necessary. Willingness to perform varied tasks when required on assignment to support the production. Ability to adapt to rapidly changing situations frequently encountered in field remote environments.
Operational Efficiency: (25%)
- Engage Partners in the identification of solutions to recurring issues/problems. Audit processes executed by the technical staff to ensure compliance, taking the appropriate action to correct/improve identified issues with individuals, the team or the Process Owner. Work with Process Owners to recommend improvements to the processes or tools used to manage the process. Review monitoring events, repetitive tasks and activities for potential automation opportunities
- Periodically evaluate tools utilized in the performance of each area of responsibility to determine if upgrades, additional tools or replacements are needed
- Survey Customers/Partners for feedback on the service provided by the technical staff to look for Customer Satisfaction improvements. Develop metrics to measure and report shift/team performance to Management. Review ACD metrics to identify improvement opportunities in handling customer calls.
Leadership and Professional Development: (25%)
- Manage the scheduling of technical staff members to ensure adequate coverage for each of the responsibility areas.
- Manage and approve time for technical staff members. Develop technical staff members by providing training and developmental opportunities. Ensure that Knowledge (i.e. processes, procedures, troubleshooting guides, etc.) is developed and maintained to support the roles of each responsibility area.
- Effectively communicate departmental goals and directives to staff members. Participate in setting yearly performance plan and guidelines for staff, as well as, executing the performance rollout and all performance reviews.
- Manage employee performance and corrective action plans as needed. Work closely with Project Managers during the build out and turnover process to develop a support plan.
- Maintain technical skillset to provide innovative and cost-effective solutions for Turner.
MINIMUM EXPERIENCE REQUIREMENTS:
- Experience with people management or in a supervisory capacity within the Broadcast Engineering space
- 5+ years of experience as an engineering support engineer in a state-of-the-art television broadcast organization.
- Minimum of 4 years with hands-on experience in broadcast engineering systems
- Be proficient in the use of broadcast related test equipment including, but not limited to, waveform monitors, vector scopes, multi-meters, oscilloscopes, test signal generators, spectrum analyzers, etc.
DESIRABLE REQUIREMENTS:
- SBE Senior Broadcast Engineer (CSTE), or equivalent certification
- Associate's Degree or equivalent professional experience
How We Get Things Done...
This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.
The Legal Bits...
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.
If you're a qualified candidate and you require adjustments or accommodations to search for a job opening or apply for a position, please contact us at recruitadmin@wbd.com.