Infrastructure Analyst

Your New Role:  

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

Shift Pattern: Rotational Shifts & Rotational Week Offs

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

Role Summary

We are seeking a proactive and technically skilled Infrastructure Analyst to join our Global Technology Operations Center (GTOC). The role is responsible for 24x7 monitoring, triage, and operational support of WBD's corporate infrastructure environment, including network, server, storage, virtualization, and platform services.

The successful candidate will serve as a key operational resource for incident management, infrastructure monitoring, service restoration, vendor coordination, and change execution, while ensuring service availability and operational excellence across global environments.

Key Responsibilities

Infrastructure Monitoring & Operations

• Monitor WBD corporate infrastructure, including network, server, storage, virtualization, and platform environments.
• Proactively monitor and respond to alerts from tools such as:
  • SolarWinds
  • BigPanda
  • PagerDuty
  • Grafana and other monitoring platforms
• Perform daily health checks and identify operational risks before they impact business services.
• Maintain awareness of infrastructure performance, capacity, and availability.

Incident Management

• Perform initial triage and troubleshooting of infrastructure incidents.
• Own and manage incidents through their lifecycle in ServiceNow.
• Escalate issues to appropriate resolver teams based on impact and severity.
• Participate in Major Incident Management (MIM) activities.
• Host and coordinate bridge calls during critical incidents.
• Ensure accurate and timely stakeholder communications throughout the incident lifecycle.

Request & Task Management

• Process and fulfill Service Catalog Tasks (SCTASKs) within agreed SLAs.
• Support infrastructure-related service requests, access provisioning, and operational activities.
• Maintain documentation and update ticket records with troubleshooting details and resolution actions.

Change Management

• Create, schedule, and execute infrastructure-related change requests.
• Participate in change implementation, validation, and post-change monitoring activities.
• Ensure compliance with change management processes and governance standards.

Vendor & Stakeholder Coordination

• Coordinate with OEM vendors, service providers, and internal support teams for issue resolution.
• Engage vendors during outages, maintenance activities, and service degradation events.
• Track vendor actions and ensure timely follow-up until resolution.

Communication & Collaboration

• Monitor and respond to operational communications via:
  • Email
  • Slack channels/threads
  • PagerDuty alerts
  • Incident bridge calls
• Provide professional written and verbal updates to technical teams, leadership, and stakeholders.
• Collaborate effectively across global teams and multiple time zones.

Required Skills & Experience

Technical Skills

• Good understanding of:
  • Network Infrastructure
  • Windows & Linux Servers
  • Virtualization Platforms (VMware preferred)
  • Storage & Backup concepts
• Experience with monitoring tools such as:
  • SolarWinds
  • BigPanda
  • PagerDuty
  • Grafana (preferred)
• Experience with ServiceNow Incident, Request, and Change Management processes.
• Knowledge of ITIL concepts and operational support practices.

Professional Skills

• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication.
• Ability to manage multiple priorities in a fast-paced operations environment.
• Strong stakeholder management and customer-service orientation.
• Ability to remain calm and organized during high-severity incidents.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• ITIL Foundation certification (preferred).
• Experience working in a NOC, TOC, Infrastructure Operations, or Global Operations Center environment.

Experience