Lead, Incident Change

Welcome to Warner Bros. Discovery… the stuff dreams are made of. Who We Are… When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next… From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive. Your New Role :   Warner Bros. Discovery is a global fast-paced entertainment and media company, which continues to grow around the world, as well as across emerging platforms.  Work Model: 100% Work from Office (5 Days a Week) Shift Pattern: Rotational Shifts & Rotational Week Offs Experience: 7–9 Years Function: Global Technology Operations Center (GTOC) / Infrastructure Operations Role Summary We are seeking an experienced Lead – Incident & Change Management to drive operational excellence across Warner Bros. Discovery's global infrastructure environment. This role will be responsible for end-to-end Incident Management, Major Incident Management (MIM), Change Management governance, executive stakeholder communications, and operational leadership across a 24x7 support model. The successful candidate will act as a shift lead during critical situations, coordinate cross-functional technical teams during outages, manage executive communications, and drive service restoration while ensuring adherence to ITIL best practices. This position requires strong leadership, excellent communication skills, and the ability to make timely decisions in high-pressure environments.

Incident & Major Incident Management Own and manage the complete Incident Management lifecycle from detection through service restoration and closure. Lead Major Incident (P1/P2) response activities across infrastructure, network, cloud, and platform services. Drive incident triage, prioritization, escalation, and resolution activities. Facilitate and lead technical bridge calls during major outages and business-critical incidents. Coordinate with technical SMEs, resolver groups, vendors, and leadership teams to accelerate restoration. Ensure timely incident updates and business communications throughout the incident lifecycle. Conduct incident reviews and ensure lessons learned are documented and actioned. Change Management Govern end-to-end Change Management processes in accordance with ITIL standards. Review, assess, approve, and oversee infrastructure and platform changes. Chair or support Change Internal Advisory Board (CAB) activities. Evaluate change risks, business impacts, rollback plans, and implementation readiness. Monitor change success rates and ensure compliance with organizational governance standards. Drive continual enhancement of change governance processes. Executive & Stakeholder Communications Prepare and deliver executive-level communications during service outages and major incidents. Provide clear, concise, and accurate business impact assessments to senior leadership. Manage stakeholder expectations during ongoing incidents and planned maintenance activities. Develop high-quality incident summaries, situation reports, and executive briefings. Serve as a primary communication lead during critical business-impacting events. Operational Leadership Function as a Shift Lead for Global Technology Operations Center activities. Provide operational oversight across Infrastructure Operations teams during assigned shifts. Ensure adherence to SLAs, OLAs, escalation procedures, and operational standards. Support operational decision-making during complex and high-severity incidents. Act as an escalation