Solutions Engineer

Job Description

Department/Group Overview:

The Disney Entertainment and ESPN Technology organization is responsible for providing consumer technology and data capabilities across the entire enterprise. Its objective is to create more personalized customer experiences, increase direct-to-consumer relationships, and promote more active engagement with content and advertising. Their global presence, local expertise, and advanced technology help The Walt Disney Company optimize its resources and bring innovative ideas to life, thus creating industryleading approaches.

Working at Disney Entertainment and ESPN Technology offers a unique experience that cannot be found elsewhere. The team constantly seeks new ways to engage with passionate fans on all platforms they support. With access to the latest technology, game-changing ideas, and top talent, every day presents an extraordinary opportunity to make an impact.

To keep up with the high volume and fast-paced environment, Disney Entertainment and ESPN Technology relies on a Technology SupportCenter to provide incident intake, Level 1 support, and incident management for all media contributions and distribution across The Walt Disney Company.

The right person for this role has 2 to 5 years of experience in a high-traffic mission-critical operations environment, is a fantastic communicator, and stays cool under pressure. If you are someone who believes operational excellence is just as important as awesome features, then this is a great role for you.

Job Summary:
The Solutions Engineer II at Disney Entertainment and ESPN Technology's SupportCenter is responsible for managing and coordinating the resolution of major incidents that affect technology systems and services.

The Solutions Engineer II plays a critical role in efficient incident resolution, leveraging technical expertise and strong problem-solving skills to manage and triage major incidents, all while communicating effectively with stakeholders and executive leadership. Their ability to work collaboratively, prioritize effectively, and communicate clearly is essential in delivering exceptional service to end-users, stakeholders, and partners.

The Solutions Engineer II will work in a dynamic environment, multitasking and prioritizing effectively to meet the job's demands. Additionally, they will provide input that will ensure the team drives continuous improvement efforts for incident management procedures and best practices.

Responsibilities and Duties of the Role:
• Manage and coordinate major incident resolution for technology systems and services, working with internal and external teams to ensure the timely resolution of incidents.
• Communicate effectively with stakeholders, providing regular updates and managing expectations.
• Ensure timely declaration and escalation of unplanned/planned service disruptions, including the associated data collection, reporting, and tracking of follow-up actions.
• Pursue continuous improvement by maintaining and updating training manuals, policies, checklists, and incident management procedures.
• Support onboarding new services by creating and reviewing runbook documentation that will ensure the team provides best-in-class support for Disney Entertainment and ESPN Technology.
• Ability to understand complicated technical concepts and communicate business or customer impact of an incident effectively and efficiently to a general audience.
• Participate in the post-incident Problem process to identify incident root cause and recommend solutions to prevent recurrence.
• Provide training and guidance to other team members on incident management procedures and best practices.
• Participate in taking incident calls as part of the help desk if necessary.

Required Education, Experience/Skills/Training:

Minimum Requirements / Education
• Bachelor's degree in computer science, Information Technology, or a related field or equivalent training or military/civilian work experience.
• 2 to 5 years of experience in a high-traffic 24x7, mission-critical technical operations environment, with direct involvement in troubleshooting and resolving incidents with complex technical systems.
• ITIL v3 or v4 Foundation Certification.
• Strong understanding of technology systems and infrastructure.
• Excellent communication and interpersonal skills, with a proven ability to assert leadership during major incident events.
• Strong analytical and problem-solving skills.
• Experience with incident management tools, specifically JIRA, PagerDuty, and ServiceNow.
• Technical writing knowledge, with a focus on technical support documentation.

Preferred Requirements/Education
• Experience leveraging and administering observability software, such as DataDog, Data Miner, Spectrum, Splunk, New Relic, Thousand Eyes, BigPanda, and Grafana.
• Experience managing technical incidents in a streaming, broadcast or direct-to-consumer digital media delivery environment.
• Experience with IT Problem Management and/or Change Management.
• Familiarity with software reliability and resiliency practices (circuit breaker & bulkhead pattern, background processing and failure handling, inter-region fallbacks/failover, best-case/worstcase/average-case performance).
• Experience with compliance activities associated with SOX, and PCI DSS.

The hiring range for this position in Bristol, CT and Santa Monica, CA is $102,500 to $137,500 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

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

Jobcode: Reference SBJ-rz23mq-44-201-72-250-42 in your application.