Lead, Incident Change

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.

Your New Role: 
Warner Bros. Discovery is a global fast-paced entertainment and media company, which continues to grow around the world, as well as across emerging platforms. 

Work Model: 100% Work from Office (5 Days a Week)

Shift Pattern: Rotational Shifts & Rotational Week Offs

Experience: 7–9 Years

Function: Global Technology Operations Center (GTOC) / Infrastructure Operations

Role Summary

We are seeking an experienced Lead – Incident & Change Management to drive operational excellence across Warner Bros. Discovery's global infrastructure environment. This role will be responsible for end-to-end Incident Management, Major Incident Management (MIM), Change Management governance, executive stakeholder communications, and operational leadership across a 24x7 support model.

The successful candidate will act as a shift lead during critical situations, coordinate cross-functional technical teams during outages, manage executive communications, and drive service restoration while ensuring adherence to ITIL best practices. This position requires strong leadership, excellent communication skills, and the ability to make timely decisions in high-pressure environments.

Key Responsibilities

Incident & Major Incident Management

• Own and manage the complete Incident Management lifecycle from detection through service restoration and closure.
• Lead Major Incident (P1/P2) response activities across infrastructure, network, cloud, and platform services.
• Drive incident triage, prioritization, escalation, and resolution activities.
• Facilitate and lead technical bridge calls during major outages and business-critical incidents.
• Coordinate with technical SMEs, resolver groups, vendors, and leadership teams to accelerate restoration.
• Ensure timely incident updates and business communications throughout the incident lifecycle.
• Conduct incident reviews and ensure lessons learned are documented and actioned.

Change Management

• Govern end-to-end Change Management processes in accordance with ITIL standards.
• Review, assess, approve, and oversee infrastructure and platform changes.
• Chair or support Change Internal Advisory Board (CAB) activities.
• Evaluate change risks, business impacts, rollback plans, and implementation readiness.
• Monitor change success rates and ensure compliance with organizational governance standards.
• Drive continual enhancement of change governance processes.

Executive & Stakeholder Communications

• Prepare and deliver executive-level communications during service outages and major incidents.
• Provide clear, concise, and accurate business impact assessments to senior leadership.
• Manage stakeholder expectations during ongoing incidents and planned maintenance activities.
• Develop high-quality incident summaries, situation reports, and executive briefings.
• Serve as a primary communication lead during critical business-impacting events.

Operational Leadership

• Function as a Shift Lead for Global Technology Operations Center activities.
• Provide operational oversight across Infrastructure Operations teams during assigned shifts.
• Ensure adherence to SLAs, OLAs, escalation procedures, and operational standards.
• Support operational decision-making during complex and high-severity incidents.
• Act as an escalation point for analysts, engineers, and resolver teams.

Process Improvement & Service Excellence

• Drive ITIL-aligned process improvements across Incident, Change, and Major Incident Management practices.
• Identify operational gaps and implement corrective actions to improve service reliability.
• Develop and maintain operational procedures, runbooks, and process documentation.
• Analyze incident and change trends to recommend preventative measures and service improvements.
• Support operational governance, reporting, and KPI reviews.

Vendor & Cross-Functional Coordination

• Coordinate with internal engineering teams, third-party vendors, and service providers during incidents and changes.
• Manage vendor escalations and ensure accountability for issue resolution.
• Facilitate cross-functional collaboration during complex service disruptions.

Required Experience

• 7–9 years of experience in Infrastructure Operations, IT Service Management, NOC, TOC, Command Center, or Enterprise Operations environments.
• Proven experience leading Major Incident Management (MIM) activities.
• Strong experience with Change Management governance and CAB processes.
• Experience managing large-scale infrastructure outages and service restoration efforts.
• Experience leading 24x7 shift-based operations teams.
• Experience coordinating multiple technology towers including Network, Server, Cloud, Storage, Virtualization, and Security teams.

Technical & Functional Skills

• Strong knowledge of ITIL Incident, Change, Problem, and Major Incident Management processes.
• Hands-on experience with ServiceNow or similar ITSM platforms.
• Understanding of enterprise infrastructure environments including:
  • Network
  • Windows & Linux Servers
  • Storage & Backup
  • Virtualization Platforms
  • Cloud Services
• Familiarity with monitoring and event management platforms such as:
  • SolarWinds
  • BigPanda
  • PagerDuty
  • Grafana

Leadership Competencies

• Exceptional verbal and written communication skills.
• Strong executive presence and stakeholder management capability.
• Ability to lead high-pressure bridge calls during critical outages.
• Strong analytical, decision-making, and problem-solving skills.
• Ability to influence technical teams without direct authority.
• Proven capability to lead operational teams across global time zones.

Preferred Qualifications

• ITIL Foundation / ITIL Intermediate Certification.
• Experience in Broadcast, Media, Entertainment, or Enterprise Technology Operations environments.
• Experience in Service Delivery, Operations Management, or Command Center leadership roles.
• Exposure to Continual Service Improvement (CSI), Operational Governance, and Service Reporting.

Working Conditions

• Mandatory Work from Office – 5 days per week.
• Rotational shifts supporting a global 24x7 operation.
• Rotational week-off schedule.
• Participation in critical incident bridge calls outside normal working hours when required.

Ideal Candidate Profile: A seasoned Incident Manager or Operations Lead who can confidently lead major incidents, drive change governance, communicate effectively with executives, and continuously improve operational maturity across a global infrastructure support organization.

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.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.