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Posting
Job Title Digital Operations Center (DOC) Manager
Time Warner
Division Turner Broadcasting
Business Unit_TBS CORPO
Industry Advertising
Cable/Broadcast Television Networks
Online Content/Services
Area of
Interest Information Technology Services
Location United States – Georgia – Atlanta
Requisition # 138625BR
Position
Type Full Time
Posting Job Description Qualifications: 10+ years in a large internet Technology Operations Support role with at least 5 years of management experience. Excellent Internet application support experience in open source platform environments. Deep technical expertise in server administration, client service, user authentication, configuration management tools, internal & external monitoring tools, networking troubleshooting and concepts, shell scripting, Familiarity with Internet security best practices and risk management elements.
Familiarity with automation and configuration management tools/platforms. Configuration experience with open source and SaaS based monitoring tools. Experience with common web operations programming languages (Perl, Python, PHP, Ruby, and Shell). Experience supporting large scale storage platforms (NFS, SAN, and NAS). Background supporting Development teams and build, test and release platforms and processes.
Experience with managing a Call Center environment.
Duties: This position reports to the Digital Operations Center Director, and is responsible for the timely and professional support of a 24x7x365 digital production environment. In addition to managing digital related support calls, monitoring the digital production environment for quality service delivery and performance, managing major incident communication between stakeholders, partners and vendors, and monitoring Change Management activities occurring during the shift, the DOC (Digital Operations Center) Manager will also provide high-level project management and supervision of a group of technical support professionals. The DOC Manager must be proficient in providing direction, developing staff members, ensuring compliance with processes and identifying service improvement opportunities in the management of digital related issues or services. The DOC Managers are required to ensure a seamless transition of unresolved issues, project activities, and status of the digital environment between shifts.
The DOC Manager is responsible for managing the day-to-day Incident and Request Fulfillment process activities in support of the digital environment ensuring that the Service Level Targets are met. He/she should periodically audit the processes for compliance, effectiveness and efficiency working with Process Owners to recommend any necessary process improvements. The DOC Manager 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 the MSS digital Products/Services.
The DOC Manager is accountable for the performance of individuals, the overall performance of the shift, and ultimately the performance of the department in supporting MSS digital related activities. He/she serves as an escalation point for shift and on-call personnel. The role relies upon experience in support, operations, delivery, product management, risk management, system controls, project management, process improvement and communications.
The DOC Manager should lead the organizational culture by seeking and providing feedback, manage the team s and overall MSS financial commitments, understand their client s business and build a strong relationship of trust and confidence.
Turner Broadcasting System, Inc. and its subsidiaries are Equal Opportunity Employers.
Turner Broadcasting System, Inc. and its subsidiaries are E-Verify users.
