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Disney Entertainment and ESPN Product & Technology is at the heart of Disney’s past, present, and future. Disney Entertainment and ESPN Product & Technology is a global organization of engineers, product developers, designers, technologists, data scientists, and more – all working to build and advance the technological backbone for Disney’s media business globally. The team marries technology with creativity to build world-class products, enhance storytelling, and drive velocity, innovation, and scalability for our businesses. We are Storytellers and Innovators. Creators and Builders. Entertainers and Engineers. We work with every part of The Walt Disney Company’s media portfolio to advance the technological foundation and consumer media touch points serving millions of people around the world

Here are a few reasons why we think you’d love working here:

1. Building the future of Disney’s media: Our Technologists are designing and building the products and platforms that will power our media, advertising, and distribution businesses for years to come.

2. Reach, Scale & Impact: More than ever, Disney’s technology and products serve as a signature doorway for fans' connections with the company’s brands and stories. Disney+. Hulu. ESPN. ABC. ABC News…and many more. These products and brands – and the unmatched stories, storytellers, and events they carry – matter to millions of people globally.

3. Innovation: We develop and implement groundbreaking products and techniques that shape industry norms and solve complex and distinctive technical problems.

4. The Business Operations team helps guide and articulate technology strategy and research and is responsible for driving the day-to-day operation of the Product & Technology organization, including project and portfolio management and tracking; organization-level capital, space, and resource management and allocation; process management; technical incident management; and our administrative and workplace experience support team.

As a key member of the Disney Entertainment and ESPN Product & Technology team, the Solutions Engineer II plays a pivotal part in supporting global media production and distribution systems. This role serves as an event manager responsible for leading Hypercare support for critical business events. They will directly interface with product, engineering and operations teams coordinating complex release plans and triaging and resolving incidents. The selected candidate will be able to execute Hypercare project plans, as well as maintain accurate documentation across critical business applications, streaming workflows, and satellite/broadcast systems.

Key responsibilities include:

• Serve as the initial technical point of contact for issue intake during Hypercare, leveraging strong problem-solving skills to triage and escalate issues efficiently

• Coordinate incident response and software deployments, collaborating closely with engineering and support teams to ensure timely resolution of complex technical challenges

• Work with and effectively communicate with Software, Infrastructure, and/or Network Engineers during Hypercare about deployment milestones or to drive issues to resolution

• Act as a technical liaison between customers, internal support teams, and product engineering to ensure alignment and transparency throughout the Hypercare process

• Monitor service‑health and communication channels (Datadog, BigPanda, Teams, email) and raise issues promptly to major incident management as necessary

• Document incidents thoroughly in ServiceNow and Airtable; maintain ticket hygiene and ensure all fields are correctly filled out

• Participate in training programs to build and enhance technical acumen

• Review and update runbooks and technical documentation

• Mentor junior analysts and coordinate peer training and onboarding

The role oversees operational protocols and executes runbooks for Hypercare events to ensure high service availability and successful launches. An ideal candidate should have a solid technical background in IT, software, or production release support – all with proven problem-solving experience. This role requires the ability to work with internal and external teams and collaborators, knowing when to engage key engineering stakeholders to effectively resolve issues promptly. This role is crucial in maintaining high service availability, successful large event execution, and safely releasing feature enhancements to our products.

Responsibilities and Duties of the Role:

Hypercare Event Management

• Serve as the main point of contact for handling all issues and requests reported by stakeholders.

• Execute operational checklists by completing or confirming all tasks are done and documenting results

• Analyze Hypercare intake thoroughly using problem solving to understand scope and impact. Work tickets, triage, and/or escalate as necessary.

• Collaborate with technical support teams, engineering, and media specialists to implement enhancements and optimize media delivery.

Hypercare Event Coordination

• Develop detailed Hypercare event plans outlining key milestones, roles, and responsibilities for all participants.

• Coordinate with engineering and product teams to gather requirements and align resources necessary for event support.

• Review and update technical documentation and runbooks.

• Assist in the Hypercare onboarding process, review documentation, coordinate training sessions.

Required Education, Experience/Skills/Training:

Basic Qualifications

• 3+ years of experience in a 24x7 IT call center or helpdesk role

• Knowledge of ITSM tools such as ServiceNow, PagerDuty, and JIRA

• Hands-on experience fulfilling user service requests and leveraging problem solving skills to troubleshoot first-line technical issues, escalating to key engineering stakeholders as necessary • Ability to work well under pressure and manage priorities with urgent deliverables

• Excellent communication and interpersonal skills for presenting needs, challenges, and solutions to teams, partners, and stakeholders

• Ability to deliver high-quality results in a heavy multitasking environment

• Experience leading peers as well as working with minimal supervision

Preferred Qualifications

• Experience with observability tools such as Datadog, BigPanda, Conviva, Grafana, Splunk

• Familiarity with streaming media workflows, broadcast systems, and IT infrastructure

• Familiarity with Major Incident Management, Problem Management, Change Management Required Education

• Bachelor’s degree in computer science, information technology, or related field

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