Disney Entertainment & ESPN Technology
Location
Bristol, CT | United States
Job description
On any given day at Disney Entertainment & ESPN Technology, we’re reimagining ways to create magical viewing experiences for the world’s most beloved stories while also transforming Disney’s media business for the future. Whether that’s evolving our streaming and digital products in new and immersive ways, powering worldwide advertising and distribution to maximize flexibility and efficiency, or delivering Disney’s unmatched entertainment and sports content, every day is a moment to make a difference to partners and to hundreds of millions of people around the world.
A few reasons why we think you’d love working here:
Building the future of Disney’s media: DE&E Technologists are designing and building the infrastructure that will power our media, advertising, and distribution businesses for years to come.
Reach & Scale: The products and platforms this group builds and operates delight millions of consumers every minute of every day – from Disney+ and Hulu, to ABC News and Entertainment, to ESPN and ESPN+, and much more.
Innovation: We develop and implement groundbreaking products and techniques that shape industry norms and enhance how audiences experience sports, entertainment & news.
Business Operations is the glue of DE&E Technology, with a relentless focus on connecting all the pieces of the business. All the components that make up the organization – engineering, product, design, operations, support and more – come together and move the business forward with oversight, effective prioritization, and guidance. This team synthesizes information from across the business to ensure leaders are armed with all the necessary data before making strategic and financial decisions. From forecasting, funding, tracking, and reporting on projects, to ways of working, and resource management, Business Operations has visibility and input into all aspects of the team.
To keep up with the high volume and fast-paced environment, Disney Entertainment and ESPN Technology rely on SupportCenter to provide incident ingest, Level 1 support, and incident management. The SupportCenter is a 24x7 operations center focused on monitoring and maintaining the availability of services supporting Disney Entertainment and ESPN Technology. When engaged, the SupportCenter is trained to restore regular operation quickly and minimize the adverse impact on business operations.
The Technical Support Analyst 1 (TA1) is the first point of contact for handling incidents reported by DE&E Technology's internal stakeholders. With a technical background in streaming media, IT, software, media technology, or production support, their primary responsibility is to promptly gather and analyze all relevant incident information through interviews with the callers and stakeholders or by interpreting monitoring data.
Upon receiving an incident, the TA1 will need to determine the issue's scope and impact. When possible, they will provide Tier 1 troubleshooting support to end-users and resolve fundamental issues. In cases where the incident requires more specialized expertise than a TA1 can handle, they will escalate the issue to a Level 2 support team or other appropriate resource (such as the Incident Management team) to coordinate resolution.
The TA1 will actively participate in incident management scribing, ensuring that incidents are well-documented and tracked throughout their lifecycle. This aids the Incident Managers in maintaining a structured and efficient approach to resolving issues, minimizing potential disruptions, and ensuring high service availability.
Responsibilities:
Incident Intake & Escalation
Serve as the main point of contact for handling incidents reported by stakeholders.
Efficiently capture incident details through phone call or Slack interviews or monitoring interpretation.
Analyze incidents thoroughly to understand their 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.
Documentation, Incident Tracking and Reports
Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed.
Participate actively in incident management processes, documenting and tracking incidents throughout their lifecycle using said procedures.
Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base.
Monitoring
Monitor various service-health platforms and stakeholder communication platforms like Slack, DataDog, BigPanda, e-mail, etc.
Proactively identify and address potential issues or performance bottlenecks.
Basic Qualifications:
Bachelor’s degree
Typically has 0-1 years of relevant experience
Ability to work well under pressure and manage priorities with urgent deliverables
Ability to deliver incredibly high-quality results in a heavy multitasking environment
Good communication and interpersonal skills for effective stakeholder and peer interaction
Basic knowledge of incident management processes and best practices
Familiarity with media streaming technologies, platforms, and protocols.
Preferred Qualifications:
Experience in working in media streaming, television broadcast, transmission, IT or related fields.
Technical background in digital media-related software or media technology support.
Excellent problem-solving skills and the ability to work efficiently under pressure.
Basic to intermediate computer certification(s) and/or ITIL v3/v4 Foundation Certification
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