Technical Business Consultant

The Technical Business Consultant (TBC) is a high-level “technology generalist” who provides leadership, guidance, and advice to a client base as the primary technical liaison between business units and the applications development, audience monetization, and infrastructure organizations. The TBC performs proactive business and systems analysis to recommend improvements and determine technical and non-technical solutions to mission critical business challenges. This TBC will be focused on continuous improvement around the support, incident management, problem management and reliability of WarnerMedia business functions as well as the digital infrastructure. The TBC will produce analytical data to support and provide strategic leadership toward the proactive selection, development, implementation, and support of applications and infrastructure to drive value for the business. Strategic business process & engineering consultation, working on multiple, technically complex, mission-critical, and/or high-profile projects is expected of a successful TBC. The TBC will develop new, and enhance existing support processes around proprietary applications, conduct baseline analysis around performance and availability, assist in developing new monitoring strategies, and provide technical and business analysis to applicable teams and senior leadership. Additional responsibilities include active participation in assessing, improving, and documenting workflow processes, facilitating understanding and collaboration between business units and technical teams, and acting as a project/product manager for mission-critical/high profile projects/products.

• Act as the liaison between the DOC and teams representing development, cloud, infrastructure and the brands
• 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 DOC business partners
• Document and analyze business and technical requirements
• Analysis of business and technical process in support of continuous improvement initiatives
• Participation in product meetings

• Active member of DOC partner project teams
• Facilitate and/or partner with technical teams to provide root-cause analysis to business partners and other technical teams
• Analyze and report on monitoring and service levels of supported technical products/platforms
• Review key performance indicators to identify process and technical efficiencies/improvements
• Create knowledge articles and other support documentation (e.g. process, troubleshooting guides, architectural diagrams, etc.) for Digital Operations Center
• Facilitate data and knowledge flow effectively through the incident management and problem management functions (e.g. incident tickets, change records, problem records, knowledge articles, known errors, etc.)
• Own critical incident response for applicable areas tracking and reporting on mitigation progress, breach of service level agreements, and after-action/postmortem reviews
• Ensure quality of support for applicable products/platforms, based upon service level agreements and key performance indicators
• Analyze incident management reports for potential problems, trends, or repetitive issues, collaborating with DOC, technical teams, and business partners to address any unsatisfactory findings.
• Provide or facilitate training for DOC technical staff on supported platforms/products as needed/required
• Participate in Change Advisory Board and review scheduled changes for conflicts or other issues that could create a negative outcome

• At least 8 years combined technical & analyst experience, with a minimum of 3 years of technology experience
• Technical competency in Linux and Windows administration, networking concepts and troubleshooting, and configuration management tools
• Functional understanding of public and private cloud service providers

• Experience with virtualization technologies such as VMware, KVM, OpenStack, etc.
• Solid understanding of container technologies and container orchestration via Kubernetes, Docker, etc.
• Experience with commercial or open-source monitoring tools such as Catchpoint, BigPanda, Zabbix, CloudWatch, Logz.io, AppDynamics, DataDog, Rigor, and New Relic
• Experience managing technical projects
• Demonstrable experience communicating complex technical topics between technical and business teams

• Functional understanding of modern, web-focused languages such as Python, PHP, Ruby, JavaScript, etc.
• Bachelor’s degree in computer science, information systems, or similar technology major.
• ITIL Certification
• Advanced analytical, problem solving, and technical troubleshooting skills
• Functional knowledge of configuration management, automation, and orchestration systems such as Chef, Puppet, CFEngine, etc.
• Project management experience
• Experience with lean/agile methodologies
• Experience transitioning on-premises infrastructure into a host cloud solution

• Passionate about the role technology plays in modern life
• 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