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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:

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:

Describe what the person will do in the role - how he/she will impact the organization.

The SupportCenter Senior Manager leads a team responsible for the full operational support lifecycle that includes service request fulfillment, incident intake, and major incident management.  This role requires ensuring the team delivers rapid response to user needs, escalations, and swift incident mitigation.  The role is also responsible for ensuring and maintaining consistent top-quality customer service standards through the implementation of meaningful process, tools, and service improvements that support ongoing operational stability while ensuring the velocity of operations is not impacted.  The senior manager sets the tone and pace for communications sent to leadership and strategic stakeholders across the P&T organization, and is the face of the SupportCenter that many key leaders and stakeholders will engage first should concerns arise.

This role requires strategic engagement and collaboration with operations and engineering leadership to provide timely updates for major incidents impacting Disney Entertainment and ESPN Product & Technology products and services, as well as receiving feedback on improvement opportunities to improve customer service standards.  A successful candidate supports a culture of growth, development, and continuous learning – all while supporting the ability of the team to think quickly and make sound decisions in high-pressure situations.

Responsibilities and Duties of the Role:

• Lead a team responsible for service request fulfillment, incident intake, and major incident management, fostering a culture of innovation, collaboration, accountability, autonomy, transparency, and continuous learning
• Demonstrate strong leadership qualities by inspiring and motivating your team to achieve their best performance, all while cultivating a positive and inclusive work environment that encourages collaboration and continuous improvement
• Implement effective performance management practices, including setting clear goals, providing regular feedback, and completing performance reviews.  Recognize and reward high performance, and address areas for improvement
• Develop a clear strategic vision for the SupportCenter with the guidance of executive leadership, ensuring that the team understands and is committed to that vision
• Build and maintain strong relationships with peer operations and engineering leadership.  Ensure effective communication and collaboration to achieve common goals.
• Accountable for measuring service request fulfillment and ensuring within SLA guidelines
• Ensure the team monitors system health using industry standard monitoring tools
• Lead regular reviews and analysis of existing runbooks, procedures, and workflows to drive operational improvements across a global team
• Create educational materials, ensures delivery of SupportCenter training to new employees
• Respond to escalations arising from performance concerns on SupportCenter actions, developing and executing strategic action plans or coaching plans based on team or individual performance concerns
• Respond to executive escalations regarding general incident inquiries, engaging SupportCenter executive leadership as needed for assistance
• Communicate to key stakeholders during high-priority incidents in a timely and consistent manner, ensuring all inquiries are addressed through concise responses
• Assist in Priority 1 major incidents as Incident Commander or Executive Liaison, ensuring major incidents are well managed with concise, timely stakeholder communications delivered to executive leadership
• Perform regular incident record data accuracy audits to ensure meticulous adherence to SupportCenter processes, delivering coaching or action plans as needed when quality issues are identified
• Validate and ensure accurate time records are maintained by the team
• Maintain team compliance with corporate and organizational training

Required Education, Experience/Skills/Training:

Basic Qualifications

• 10+ years of experience in a 24x7 IT call center or helpdesk role, with 5+ years of experience in a supervisory or managerial role
• Strong knowledge and hands-on experience with reporting in ITSM tools such as ServiceNow, PagerDuty, and JIRA
• Strong people management skills, with a proven ability to lead and communicate to the team effectively during high-pressure, mission-critical incidents.
• Excellent organizational, analytical, and communication skills for presenting needs, challenges, and solutions to the team, as well as to strategic partners and stakeholders.
• Demonstrable analytical and problem-solving skills with ability to balance multiple priorities
• Ability to communicate difficult concepts and ability to negotiate with other leaders to adopt a different point of view
• 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
• Positive, “get it done” tenacious attitude that works well with others

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

Required Education  

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

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