Warner Bros. Discovery · 2 weeks ago
Lead, Incident Management Process (ServiceNow)
Atlanta, GA
Full-time
Onsite
Senior Level
6+ years expWarner Bros. Discovery is a global leader in entertainment and media, and they are seeking a Lead, Incident Management Process to oversee the incident management process within the Enterprise Service Management office. This role is crucial for ensuring effective resolution of incidents and driving continuous improvement in service management practices.
AdvertisingBroadcastingDigital EntertainmentDigital MediaFilm ProductionMedia and EntertainmentNewsPublishing
Responsibilities
Own and manage the end-to-end incident management and major incident processes across the enterprise, ensuring alignment with ITIL best practices and organizational goals
Participate in the design, implementation, and evolution of incident workflows and configurations that deliver consistent, timely, and effective issue resolution
Collaborate with the other ITSM process leads to ensure incident management process alignment with the broader service management objectives
Ensure incident management practices support varying incident severities and priorities, while balancing efficiency with appropriate governance
Establish robust governance forums and process KPIs to monitor usage, compliance, and performance of the incident management and major incident management processes
Identify and lead initiatives to streamline workflows, remove bottlenecks, reduce incident resolution time, and improve overall process quality
Leverage data and analytics to assess performance, uncover trends, and drive data-informed decisions that elevate process maturity and efficiency
Implement best practices and automation strategies using the ServiceNow platform to enhance self-service capabilities and reduce manual effort
Act as the primary liaison for the incident management and major incident processes, collaborating closely with IT operations teams, business units, and process owners across the service management landscape
Partner with Product Management to support backlog grooming, sprint planning, and story prioritization related to incident management capabilities and enhancements
Build strong relationships with platform, compliance, risk, and operations stakeholders to ensure process alignment with technical architecture, policy, and business needs
Communicate process strategy, progress, and value to a broad audience, securing buy-in from senior leadership and delivery teams
Drive a culture of continuous improvement by regularly assessing process health, gathering stakeholder feedback, and applying lessons learned
Stay abreast of industry trends, ITSM/ITOM/ITAM best practices, and emerging ServiceNow features that can be leveraged to modernize incident management
Lead periodic reviews and health checks of the process to ensure effectiveness, scalability, and relevance in a changing technology and business landscape
Coach teams on process best practices, compliance expectations, and the effective use of incident management tools and reports
Qualification
Required
6+ years of professional experience in IT Service Management, with a strong focus on process analysis, optimization, and documentation
In-depth knowledge of ITIL practices, particularly incident management and major incident management, and demonstrated experience applying them in large-scale enterprise environments
Hands-on experience working with ServiceNow required, including reporting, dashboard creation, and ITSM module familiarity (Incident, Change, Problem, Knowledge, CMDB, etc.)
Experience in developing and maintaining process documentation, workflow diagrams, and training materials
Strong problem-solving skills and the ability to optimize complex processes
Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams
Bachelor's degree in Information Technology, Business Administration, or related field
Preferred
ITIL v4 Foundation certification (higher-level certifications such as Managing Professional are a plus)
Experience supporting global or enterprise-level service delivery organizations
Experience working in Agile or hybrid work environments
Company
Warner Bros. Discovery
Warner Bros.
10001+ employees
H1B Sponsorship
Warner Bros. Discovery has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (32)
2024 (34)
2023 (47)
2022 (72)
2021 (82)
2020 (30)
Funding
Current Stage
Public CompanyTotal Funding
$17.5BKey Investors
JP Morgan
2025-12-05Acquired
2025-06-09Post Ipo Debt· $17.5B
2005-07-15IPO
Leadership Team
David Zaslav
President and CEO
Mark Thompson
CEO
Recent News
thecanadianpressnews.ca
2026-01-14
2026-01-14
Company data provided by crunchbase