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The Walt Disney Company

Technical Analyst III

Job Summary:

The Walt Disney Company's Direct-To-Consumer & International (DTCI) is a global business segment with the mission of providing consumers around the world access to the content they want most, on the latest platforms, at a time of rapidly-evolving consumer habits. By combining the Company's direct-to-consumer streaming services, ESPN+, Disney+, Hulu, and Disney's international media businesses with cutting-edge technology, Disney marries world-class content and beloved brands into a world-class consumer experience.

Working at The Walt Disney Company inside DTCI-Technology is unlike anything else. That's because we are always finding new ways to interact with guests/fans that are passionate about all platforms we support. When you have the latest technology, game-changing ideas, and world-class talent on your team, every day is extraordinary.

DTCI-Technology operates a high volume and fast-paced environment where it relies on a Support Center to provide tier 1 support for all programming contribution and distribution for The Walt Disney Company.

The DTCI Support Center is part of the Media Engineering and Operations (MEO) division of DTCI. MEO focuses on providing best-in-class technical support at tier 1, 2, and 3 levels for facilities around the globe. In addition, the Support Center provides incident ingest and tier 1 service for all divisions of DTCI.

Job Summary

  • Coordinates, diagnoses, and attempts to troubleshoot incoming media employee support calls, tickets, and web forms which includes assigning incident/tickets for Tier 1 level support for global media production and distribution systems such as satellite or broadcast.
  • Dispatch issues to Tier 2 or 3 if unable to resolve quickly by Tier 1 support.
  • Monitor the progress of dispatched incidents and advocate for each user that calls for assistance.
  • Provides communication on behalf of business leadership to depts/teams/operations impacted and provides incident command.
  • Document and ensure all incidents are closed and provide consistent close-out ticket details.
  • Generate various reports.
  • Maintain operational protocols/procedures for business/runbooks for all systems supported as well as operate the monitoring systems for crucial processes and workflows.

Responsibilities:

  • Answer calls for support, provide tier 1 support, dispatch, communicate, assist in the resolution, and document the response for all reported technical issues.
  • Acts as room leader in critical situations and coordinates with management in the event a supervisor is unavailable.
  • Audits external systems for alarm conditions, establishes alarming policy, and produces reports on compliance.
  • Collaborates with the leadership team to develop a strategy around the execution of the maintenance program.
  • Audits the procedures around tracking and reporting issues to management
  • Operate within the Service Now environments and ensure that procedures around tracking and reporting issues are being followed suggesting improvements to the system or process
  • Communicates with both internal and external contacts at a variety of organizational levels to diagnose and resolve semi-complex problems.
  • Participates in the continuous process of technical documentation creation and upkeep in systems such as confluence and works with Media Engineering and Operation to update and approve changes and additions.
  • Communicates with both internal and external contacts at a variety of organizational levels to diagnose and resolve semi-complex problems.

Basic Qualifications:

  • 1+ years of experience in television broadcast, transmission, IT, or related fields.
  • A minimum of 4 years experience working in a customer/communications intensive support role. Preferably in a technical environment. Ideally in broadcasting. Or a demonstrated history of successful communication with technical and non-technical personnel.
  • Has intermediate to advanced level communication skills and the ability to speak and write professionally and to work with all user skill levels with respect. Can effectively communicate in writing using email, messaging applications, and other critical communication tools.
  • The ability to remain calm under stressful situations and to make and execute decisions at the direction of management.
  • Has an advanced level of troubleshooting skills and a proven track record of learning new technology.
  • Has advanced organizational skills and excellent follow-through on assigned tasks.
  • Has a broad understanding of a variety of technology solutions used to support business and content creation and distribution platforms in the media industry. Those would include software, consumer-facing software applications, infrastructure, and other media technologies.
  • Intermediate knowledge and experience with incident management and communications.

Preferred Qualifications:

  • Basic to intermediate computer certification(s) or ITIL Certification
  • Experience/Understanding of ESPN production technologies.
  • Has an advanced level of knowledge related to PCR, MCR, ACR, studio, digital, audio, and other broadcast-type facilities and their operational use and maintenance.
  • Basic to intermediate computer certification(s) or ITIL Certification
  • Experience/Understanding of ESPN and/or Disney production technologies.

Required Education

  • 1+ years of experience in television broadcast, transmission, IT, or related fields.
  • Associates degree and or comparable military/civilian work experience in an appropriate technical area or a minimum of 4 years of experience in a media/broadcast environment as described above.

Preferred Education

  • Bachelor’s degree

About Disney Media & Entertainment Distribution:

Comprised of the Company’s international business units and various direct-to-consumer streaming services, Disney Media & Entertainment Distribution (DMED) aligns technology, media distribution and advertising sales into a single business segment to create and deliver personalized entertainment experiences to consumers around the world.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Disney Streaming Technology LLC, which is part of a business segment we call Disney Media & Entertainment Distribution.

Disney Streaming Technology LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status or any other basis prohibited by federal, state or local law. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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