Principal Technical Analyst

Job Description

Hulu is the leading premium streaming service offering live and on-demand TV and movies, with and without commercials, both in and outside the home. Operating at the intersection of entertainment and technology, Hulu has a unique opportunity to be the number one choice for TV. We captivate and connect viewers with the stories they love, and we're looking for people who are passionate about redefining TV through innovation, unconventional thinking, and embracing fun. Join us and see what Hulugan life is all about.

Hulu's Production Operations team is seeking a Principal Technical Analyst who will be an exceptional addition to our team. Production & Content Operations teams drive improvements in operational process maturity and service reliability. The right person drives and advocates for operational greatness in a dynamic and fast-paced environment. If you are someone who is passionate about making a significant difference in an outstanding product used by millions of customers, then this is the role for you!

Responsibilities:
• Act as a strong advocate for customers! Form relationships across technology and business teams and partner to identify negative trends in experiences as well as availability risks, raising issues to technical, engineering, QE, and operations teams for timely remediation.
• Increase awareness of major incidents and their improvement opportunities through engagement with Technology & Business Leaders.
• Utilize a lessons-learned approach for high-severity incidents, detailing opportunities to improve availability and resiliency.
• Encourage and promote growth through reflection, education, and opportunity in a no-blame environment that cultivates engagement rather than confrontation.
• Work with business, operations, and technical teams to ensure alignment with business goals and avoid friction between teams.
• Ensure change management processes are followed to avoid impact to production system availability by assessing risk, prioritizing, authorizing, and scheduling changes as part of existing change control processes.
• Enable and support our Operations Reliability Engineering team to deliver tools to ensure Production Operations and Engineering teams utilize tools that are just as outstanding as the product our customers use daily while advocating continuous improvement and a drive toward operational greatness.

Basic Qualifications:
• Experience with Major Incident Management, Problem Management, and/or Change Management
• Proven understanding of ITIL IT Service Management Practices
• Proven track record of working collaboratively to improve the customer's experience
• Ability to develop collaborative relationships with business and tech teams at all levels
• Demonstrate good interpersonal and communication skills while working with diverse audiences
• Strong analytical and organizational skills
• Enterprise Software & Policies (understanding of basic restrictions and policies around SOX, PCI, Personally-Identifiable Information)
• ITIL v3 or v4 Foundation Certification

Preferred Qualifications:
• ITIL v3 or v4 Expert Certification
• Lean Six Sigma, Kaizen, or other Continuous Improvement Certification
• Familiarity with software reliability and resiliency practices (circuit breaker & bulkhead pattern, background processing and failure handling, inter-region fallbacks/failover, best-case/worst-case/average-case performance)

Additional Information:

Can be based in Santa Monica, CA, Seattle, WA, San Francisco, CA and New York City, NY

Just like the best ensemble casts of our favorite shows, Hulu embraces diversity and is an inclusive environment. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, in accordance with applicable federal, state and local law. Hulu is committed to providing reasonable accommodations to applicants if needed during the interview process. We are proud to be an Equal Opportunity Employer.

About Disney Streaming:

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 Services LLC, which is part of a business segment we call Disney Streaming.

Disney Streaming Services 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. 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.

Jobcode: Reference SBJ-r0m596-3-17-150-163-42 in your application.