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Senior Technical Manager

Atlanta, GA
Full Time
Requisition ID: 177541BR

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The Job
Senior Technical Manager

The Daily
  • Provide leadership and 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.
  • Drive clear, fast, open and accurate communication - up, down and across the organization
  • Create opportunities for cross-organizational synergies between divisions and remove organizational barriers to teamwork & cooperation
  • Create a culture that fosters learning and development and values & rewards technical excellence
  • Support and develop a pipeline of the technical expertise that will be required to meet long-term business goals
  • Communicate the 'big picture' to enable others to align plans/priorities with the long-term needs of the company
  • Drive evolution and adoption of modern automated management and reporting solutions
  • 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.
  • Mentor, guide, coach, coordinate training opportunities and support individual growth and technical skills across the development 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
  • Provide leadership in support of organizational direction and culture. Guide direct reports in support of their personal and organizational goals and responsibilities. Manage employee performance or discipline issues and work with director to recommend compensation, recognition, transfer, promotion, or other personnel decisions.
  • Continually identify and implement cost and productivity gains.
  • Actively manage and mentor IT professionals to increase technical and soft skill levels in support of partner's and organization's mission, goals, and objectives.
  • 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
  • Demonstrated advanced understanding of troubleshooting, root-cause analysis, application design, solution development, human factors/usability design, and implementation of projects for major business units or the enterprise
  • At least 8 years combined technical and functional business experience, with a minimum of 4 years management of a 24x7 Operations or Support team.
  • Technical competency in systems administration, user authentication, configuration management tools, monitoring suites, network troubleshooting and concepts.
  • Functional understanding of private/public IaaS or SaaS cloud service providers such as AWS, GPC, Azure, Rackspace.
  • Experience in enterprise storage systems (NAS, SAN, NFS, Fiber Channel, Object Storage), clustering solutions, filesystems, RAID, Volume Managers
  • Knowledgeable regarding emerging technologies in the digital media marketplace
  • Experience and general virtualization best practices leveraging VMware, KVM, OpenStack and etc.
  • Demonstrable competency working with digital video service delivery utilizing live and on-demand platforms. General understanding of current encoding and streaming formats.
  • Solid understanding for Containers and Container Orchestration via Kubernetes, Docker and etc.
  • Configuration experience with commercial, open source and SaaS based monitoring tools {BigPanda, Conviva, CatchPoint, Zenoss, Nagios, Kibana, Zabbix, MONIT, SNMPC and etc.} .
  • Functional experience with enterprise service management tools such as {Remedy, Service Now, etc.}
  • Technical and problem-solving skills in multiple flavors of Windows, Linux/Unix such as RedHat, Ubuntu, CentOS
  • 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
  • Experience performing troubleshooting, root-cause analysis, of solutions for large-scale corporate and customer-facing services
  • Experience integrating third party services and components into internal or consumer-facing services
The PerksWarner 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.