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The Walt Disney Company: Be Part of the Story

Be Part of the Story

Technical Analyst II

Postuler maintenant Postuler ultérieurement Employés 21CF courants et travailleurs indépendants/entrepreneurs posent leur candidature ici Identifiant de l’offre d’emploi 764334BR Emplacement Bristol, Connecticut, États-Unis Entreprise Direct-to-Consumer and International Date de publication 11/08/2020

Résumé du poste:

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 SupportCenter to provide tier 1 support for all programming contribution and distribution for The Walt Disney Company.

The DTCI SupportCenter 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 SupportCenter provides incident ingest and tier 1 service, incident management, and critical communications for all divisions of DTCI.

Responsabilités:

Coordinates, diagnoses, and attempts to troubleshoot incoming DTCI employee and partner 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 and critical business applications that support DTCI’s mission. Dispatch/escalate issues to Tier 2 or 3 if unable to resolve quickly by Tier 1 support. Monitor the progress of critical incidents and advocate for each user that calls for assistance. Provides communication on behalf of business leadership to depts/teams/operations impacted and provide incident command. Document and ensure all critical incidents are closed and provide a running timeline of technical troubleshooting up and until resolution. 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.
  • Answer calls for support, provide tier 1 support, dispatch, communicate, assist in the resolution and document the response for all reported technical issues.
  • Execute various support runbooks to resolve tier 1 incidents as reported from a variety of different methods (self-service ticketing, phone, email, etc.) These runbooks span broadcast technology, IT support and software support. The majority of our runbooks are specific to The Walt Disney Company and training will be provided.
  • The ability to analyze the business impact of incidents to determine prioritization and escalation.
  • The ability to learn complicated technical systems and procedures and develop training programs for others.
  • ​​Participates in the Critical Incident Management process as defined by our internal protocols.
  • Monitor external systems for alarm conditions, establishes alarming policy, and produces reports on compliance.
  • Operate within the Service Now and Jira environments and ensure that procedures around tracking and reporting issues are being followed.
  • Understands and communicates complex technical information to both technical and non-technical personnel.
  • Execute the continuous process of technical documentation creation and upkeep in systems such as confluence and work with partner teams to update changes and additions.
  • Communicates with both internal and external contacts at a variety of organizational levels to diagnose and resolve complex problems.


Qualifications Nécessaires:

  • 1+ years of experience in television broadcast, transmission, IT or related fields.
  • The ability to work a Fixed 4 Day shift (may include overnight and will include weekend and holiday hours)
  • A minimum of 3 years’ experience working in a customer/communications intensive support role. Preferably in a technical environment like a helpdesk or broadcast and 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 intermediate level of trouble-shooting 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.

Compétences Souhaitées:

  • Bachelor's degree
  • Has an intermediate level of knowledge related to media technologies.
  • Basic to intermediate computer certification(s) or ITIL Certification.
  • Experience/Understanding of ESPN and/or Disney production technologies.

Sur Direct-to-Consumer and International:

Fondé sur les agences médias internationales et l’éventail de services de streaming de Disney, la division Direct-to-Consumer and International associe harmonieusement technologie de pointe, contenus et plateformes de distribution pour consolider l’empreinte mondiale de Disney et offrir des expériences de divertissement très personnalisées de classe internationale aux consommateurs du monde entier. Cette division est en charge des produits et services s’adressant directement aux consommateurs à l’échelle mondiale, dont le service de sport en streaming ESPN+, programmé en partenariat avec ESPN ; le service bientôt disponible de streaming de la marque Disney s’adressant directement aux consommateurs ; et Hulu dont Disney détient des parts. Partie intégrante de la division Direct-to-Consumer and International, Disney Streaming Services est à l’origine du développement des plateformes de streaming ESPN+ et de marque Disney, et supervise l’ensemble des technologies et des produits numériques destinés aux consommateurs à l’échelle de l’entreprise.

Sur The Walt Disney Company:

The Walt Disney Company, avec ses filiales et ses sociétés affiliées, est une grande société internationale et diversifiée de divertissement familial et de médias couvrant les secteurs d’activités suivants : réseaux de médias, parcs et centres de vacances, studio de divertissements, produits de consommation et médias interactifs. Depuis ses modestes débuts en tant que studio de dessins animés dans les années 20 jusqu’à son statut de référence dans l’industrie du divertissement d’aujourd’hui, Disney poursuit fièrement sa tradition de création d’histoires et d’expériences exceptionnelles pour tous les membres de la famille. Les histoires, les personnages et les expériences de Disney touchent les consommateurs et les visiteurs du monde entier. À travers nos activités présentes dans plus de 40 pays, nos employés et cast members collaborent pour créer des expériences de divertissement appréciées à la fois au niveau universel et local.

Le poste est rattaché à ESPN Technology Services, Inc. , qui fait partie du secteur d’activité que nous appelons Direct-to-Consumer and International.

ESPN Technology Services, Inc. est un employeur qui souscrit au principe d’égalité des chances. Les candidat(e)s seront pris(es) en considération pour l’emploi sans considération de race, de couleur, de religion, de sexe, d’origine nationale, d’orientation sexuelle, d’identité sexuelle, de handicap ou de statut d’ancien combattant protégé. Disney favorise une culture commerciale où les idées et décisions de tous et toutes nous aident à grandir, innover, créer les meilleures histoires et être pertinents dans un monde en évolution rapide.

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