Responsibilities:

The End-User and Technical Operations organization is responsible for monitoring and managing the end-to-end delivery and support of enterprise technology services across The Walt Disney Company and its business segments. This organization is responsible for ensuring adherence to defined service levels and completion of approved work. Conduct service improvement initiatives through proactive monitoring and improvement actions identified through analytics and by our customers. Leverage partnerships with the Business, Customer base and the Suppliers to successfully deliver services to meet agreed upon expectations. Coordinate and lead the resolution of service delivery issues/problems between in-scope and out-of-scope groups. Define and maintain all aspects of a product and/or service including what the product is, what services are included, how to request or obtain the product, service level options and what the product or service costs. Develop and manage project timelines and resources to ensure requirements are understood, dependencies are defined, a design is developed, and the solution is implemented and supported.

The Disney Technology Operations Center (DTOC) is a critical services operation center serving as the central hub for the orchestration of service availability, with primary focus to rapidly respond to, correlate for, and reduce impact of outages. We are accountable for identifying and facilitating the resolution of service impacting events and collaborating with other technology teams to prevent future impact through proactive event management, incident, and problem analysis. The DTOC drives the execution of the major incident process including communication to executives and key stakeholders. The DTOC owns and executes the IT Emergency Operations Center Crisis Management plan and process, with responsibility for maturing the plan and its integration into the overall Corporate Crisis Management and TWDC programs. The DTOC also provides ongoing first and second-level technical support of requests, performs validation procedures for routine system/service checks, and fulfills proactive monitoring with communication for HyperCare of significant business events.

DTOC is a 24x7x365 environment. Individuals selected for this role would anticipate working 12 hours shifts, alternating between 3 days/week and 4 days/week every other week. Work each week is scoped per shift/week - 80% of the work being ticket/process/procedure driven, and 20% of the work project based.

Other Responsibilities Include:

• Problem Solving & Analysis:
  • Providing solutions to situations that are atypical or infrequent
  • Bringing in appropriate team or peer members to identify solutions
• Clear Communications & Interactions:
  • Working with a variety of internal and external audiences
  • Communicating shift status to neighboring shifts & shift leaders about issue status
  • Relaying scripted and pre-formatted communications without supervision
• Customer Service:
  • Gathering details on customers reporting issues; asking pertinent questions to build towards resolution
  • Proactive status updates to affected parties
  • Ability to handle high-pressure situations well
• Control Quotient:
  • Investigation & troubleshooting complex issues
  • Being able to review/understand application designs
  • Ability to be detail, deadline, and results oriented

Basic Qualifications:

• Experience working within 27x7 IT Support Center, NOC, or Technical Operations Center
• Demonstrated experience with service & event management tools
• Understanding of basic IT Technology, with strong technology driven process experience
• Comfortable working within a highly matrixed organization with large, complex production teams
• Vendor relationship management experience
• Ability to work under pressure, meet internal and external work schedules and or deadlines and show effective time and crisis management skill
• Demonstrated attentiveness to detail, partnership, and proactive problem-solving & decision making skills

Preferred Qualifications:

• Experience working within an outsourced environment
• Understands basic project management methodologies
• Ability to influence, negotiate, coach, and serve as a mentor
• Comfortable making presentations to all levels of leadership
• Knowledge of TWDC products and services

Required Education

• Associate Degree in Computer Science, Engineering, or related field - or equivalent work experience

Preferred Education

• BA/BS in Computer Science, Engineering, or related field.
• Any of the following certifications: CompTia A+; CompTia Network+; CompTia Linux+; CompTIA Security+; Microsoft Technology Associate (MTA); Microsoft Certified Solutions Associate (MCSA); CISCO CCENT; CISCO CCNA; Microsoft MCSE; AWS Practitioner; etc.
• Certifications around ITIL, LEAN, Six Sigma, or Kepner-Tregor.