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Job Description:

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:

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.

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. 

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

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.

Job Summary:

As a key member of the Disney Entertainment and ESPN Product & Technology team, the Senior Solutions Engineer plays a pivotal part in managing the entire operational support lifecycle, including service request management, incident intake, and major incident command. This role ensures a rapid response to user needs, escalates critical issues, and drives incident mitigation. The role is also responsible for proactive monitoring, incident documentation, and seamless collaboration with engineering, business, and executive leadership teams to ensure incidents are resolved promptly. The selected candidate drives major incident resolution efforts by leveraging active communication skills as well as critical problem-solving skills.

Responsibilities and Duties of the Role:

• Fulfill service requests within SLA timelines
• Monitor system health using industry standard monitoring tools such as DataDog, Conviva, Grafana, Splunk, BigPanda, etc.
• Maintain runbooks, intake procedures, and request fulfillment workflows
• Respond to issues arising from monitoring, inquiries, or automated reporting
• Assess incident priority and severity, and accurately log in ServiceNow or JIRA
• Perform initial incident triage, identifying and engaging key support resources as part of the resolution process to resolve incidents swiftly
• Work with and effectively communicate with Software, Infrastructure, and/or Network Engineers during incidents about necessary solutions to drive issues to resolution
• Lead high priority incidents as Incident Commander - coordinating and leading resolution
• Deliver concise, timely stakeholder communications during active incidents
• Ensure incident record data accuracy
• Partner and participate in Major Incident Problem Management reviews

Required Education, Experience/Skills/Training:

Basic Qualifications

• 5+ years of experience in a 24x7 IT call center or helpdesk role, with 2+ years of experience in a 24x7 IT Major Incident, Problem, or Change Management role
• Strong knowledge and hands-on experience with ITSM tools such as ServiceNow, PagerDuty, and JIRA
• Hands-on experience fulfilling user service requests and troubleshooting front-line technical issues
• Proven ability to lead during high-pressure, mission-critical incidents
• Excellent organizational, analytical, and communication skills for presenting needs, challenges, and solutions to teams, partners, and stakeholders, as well as driving critical incidents to resolution
• Ability to deliver high-quality results in a heavy multitasking environment
• ITIL v3 or ITIL v4 Foundation Certification
• Experience with observability tools such as DataDog, BigPanda, Conviva, Grafana, Splunk
• Experience leading peers as well as working with minimal supervision

Preferred Qualifications

• Familiarity with streaming media workflows, broadcast systems, and IT infrastructure
• Technical or cloud certifications (AWS, Azure, or similar)
• Knowledge and experience with Problem Management or Change Management Processes
• Knowledge of reliability and resiliency practices (failover strategies, circuit breaker patterns)

Required Education  

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

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