Technical Business Consultant

Division

Turner

Position Type

Full Time

Interests

Operations/General

Location

United States - Georgia - Atlanta

Posted Date

Jul. 31, 2020

Req Number

178231BR

Company Overview

WarnerMedia is a leading media and entertainment company that creates and distributes premium and popular content from a diverse array of talented storytellers and journalists to global audiences through its consumer brands including: HBO, HBO Max, Warner Bros., TNT, TBS, truTV, CNN, DC Entertainment, New Line, Cartoon Network, Adult Swim, Turner Classic Movies and others.

Opportunity Overview

The Job
The Technical Business Consultant (TBC) is a high-level "technology generalist" responsible for providing technical oversight to a Business Essential 24x7 operational support team responsible for major incident management, technology implementation, ITIL process management and performance management. The ideal candidate is a high-level "technology generalist" who has a broad working understanding of Network, Cloud, Compute, Storage, Monitoring and Application technologies. Extensive operational experience and a track record in successful technology leadership, ITIL practices, product integration. Expertise in operating and managing mission critical 24x7 operations with 99.99% availability is a must. The TBC performs proactive business and systems analysis to recommend improvements and determine technical and non-technical solutions to mission critical business challenges. The Technical Business Consultant offers expert recommendations for tools, strategies, best practices and software lifecycle processes and solutions to help create, enable and support delivery of solutions and customer support services. The TBC will also perform hands-on engagement and troubleshooting as needed. Performs proactive business and systems analysis employing critical thinking skills toward current business processes, to recommend process improvements, understand business needs, and determine technical and non-technical solutions to mission critical business challenges. Additional responsibilities include active participation in assessing, improving, and documenting workflow processes and the ability to function as an active technical participant while focusing on multiple mission-critical projects and/or high-profile business divisions.

The Daily
  • Provide operational oversight across all layers of Global IT infrastructure; including Network, Compute (Windows/ Unix), Cloud, Storage, Datacenter Facilities.
  • Provide technical leadership, vision, innovation, and support to the various technology teams
  • Support upper management team in developing a world class global technical support team
  • Ensure team stays current with the evolving industry cutting edge technology needs of customers.
  • Consistently improve customer experience by delivering superior support and relentlessly advocating on the part of the business throughout the organization.
  • Provides technical infrastructure consulting and support to WarnerMedia partners in on-premise & cloud infrastructure services.
  • Actively participate in technical discussions to establish viable solutions to business requirements
  • In-depth knowledge of supported partner's business and technical environments
  • Point person for escalation of operational support requirements and needs from WarnerMedia business partners
  • Document and analyze business and technical requirements
  • Analysis of business and technical process in support of continuous improvement initiatives
  • Create a culture that fosters learning and development and values & rewards technical excellence
  • Responsible for recruitment, development, motivation, and retention of assigned staff
  • Leads technical execution and delivery of new initiatives as well as providing operational support for solutions in production. This entails working across distributed and matrixed teams.
  • Provide thought leadership and facilitate the sharing of knowledge between employees and across teams to strengthen capabilities and the organization's ability to respond to client needs
  • Enable continuous learning environment to keep abreast of industry trends
  • Leverage industry best practices and tools to continually improve teams' ability to deliver and maintain solutions
  • Ensure that technical solutions are in line with established organizational standards in respect to architecture, security, corporate governance, coding standards, monitoring, logging, unit test, and service enablement
  • Continually identify and implement cost and productivity gains.
  • Demonstrated advanced understanding of troubleshooting, root-cause analysis, application design, solution development, human factors/usability design
  • Must be able to actively participate in technology discussions to establish viable business solutions.
  • Point person for escalation of support related items for the business units
  • Analyze current business processes and makes recommendations for improvements where appropriate.
  • Provide Postmortem Updates / Next Steps / May conduct meetings
  • Assist with monitoring and analyzing service levels.
  • Review of Metric and processes and identify efficiencies
  • Ensure that Knowledge Articles (i.e. processes, procedures, troubleshooting guides, etc.) are developed and maintained for the team.
  • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
  • Escalate Incidents at risk of breaching Service Level Agreement
  • Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
  • Participate in Incident review following major Incidents
  • Identify potential problems and/or increasing trend of repetitive Incidents
  • Provides ongoing support as needed and training for support teams.
  • Available to support On-call duties after work hours

The Essentials
  • Expert analytical, problem-solving, and troubleshooting skills with complex applications, technologies, and businesses
  • Demonstrated proactive customer service skills
  • Excellent collaborative and teamwork skills
  • Excellent oral and written communication skills
  • Demonstrated ability to develop creative solutions
  • Demonstrated team leadership and delegation skills
  • Demonstrated ability to manage in a shared resources environment
  • Demonstrated ability to multi-task, manage priorities, and mentor/direct others.
  • Advanced communications skills (written/verbal), with emphasis on demonstrated ability to translate complex technical concepts between business and operations groups.
  • Strong Knowledge of standard business practices and professionalism in a customer service environment are essential.
  • Excellent customer services skills with attention to detail
  • Demonstrated ability to multi-task, manage priorities, and mentor/direct others.
  • Must have a genuine thirst for technology
  • Driven by a desire to solve business problems with technical solutions
  • Display a wiliness to engage in active dialog regarding technology platforms supporting customer facing services
  • Insatiable desire to grow technically and professionally
  • Willingness to work with team members to ensure 24/7/365 coverage for our customers
  • Must possess collaboration skills, have a passion for lean processes, should be innovative, creative, quick thinker, fast learner, and a team player with a strong customer service focus
  • Driven to solve business problems with technical solutions
  • Customer service focused
  • Highly proficient oral and written communication skills; ability to communicate effectively with technical and non-technical customer and also facilitate communication between the two group
  • Proactive mindset
  • Committed to innovation and continuous improvement
  • Collaboration and facilitation skills
  • Keen attention to detail
  • Insatiable desire to grow technically and professionally
Warner Media, LLC and its subsidiaries are equal opportunity employers. Qualified candidates will receive consideration for employment 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.