Incident Response Specialist
- Employer
- Warner Bros. Discovery
- Location
- London (Greater)
- Salary
- £Competitive
- Closing date
- 24 Jan 2021
View more
- Sector
- Customer Service & Call Centres, Technology & Digital, Media & Internet
- Hours
- Full Time
- Flexibility
- Flexible working available
- Contract Type
- Permanent
Job Details
Discovery is excited to be recruiting an Incident ResponseSpecialist. The successful candidate will be supporting the Incident management lead in driving global best in class pro-active and reactive incident management. The role sits within our multi-brand Digital team, this is an International project and will include the opportunity to work on the Olympics - we have exclusive rights across Europe through 2024!
The Incident Response specialist will be responsible for maintaining high levels of support for customers that are experiencing technical difficulties. Communicating with multiple key stakeholders, including senior management. Identifying and reporting trends and creating a plan to proactively address and resolve issues before they occur.
Candidate profile
Minimum of 2 years’ experience in incident management desired but not essential, ideally in a digital environment
Previous experience with call centres, desirable but not essential
Ability to see things from a “bird eye view”
Fluent in English – any additional language would be beneficial
Knowledge of CRM tools - Zendesk would be advantageous but not necessary
Knowledge in ticketing systems such as Jira or pager Duty would be a great advantage
Ability to address areas of underperformance with a structured plan
Demonstrated project management skills
Ability to work with a team in a fast-past environment
Experience in being a support function in a global operation
Excited and motivated by change, multi-tasking and fast paced environment
Confident in your expertise, and prepared to be heard in a way that positively influences others
Strong analytical skills, decision making, and prioritization
Available for regular travelling
Key responsibilities for this role
Maintaining internal knowledge base
Send out regular updates on incident management trend analysis to key stakeholders
Proactive in looking into queues, to anticipate problems before they’ve happened
First point of contact for internal stakeholders, organizing incident tickets, managing handling times + responses
Investigate individual technical cases and providing guidance and insight to third-party agency
This person will recognize and communicate areas of underperformance in incident management with a proactive plan on how to address
Create and present ways of maximizing processes in a multi-brand environment
Manage data privacy requests
Contribute towards training and development of content and creation.
Creating and maintaining device lab and training material surrounding
Creating incident management customer journeys for supported devices
Company
The most innovative ideas and solutions come from the widest range of thoughts and ideas –and it is our people who distinguish us. The diverse minds, experiences, cultures and unique points of view of our employees give Discovery a competitive advantage.” David Zaslav, President and CEO
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