Sr Technical Support Analyst

Disney Entertainment and ESPN Product & Technology

Technology is at the heart of Disney’s past, present, and future. Disney Entertainment and ESPN Product & Technology is a global organization of engineers, product developers, designers, technologists, data scientists, and more – all working to build and advance the technological backbone for Disney’s media business globally. 

The team marries technology with creativity to build world-class products, enhance storytelling, and drive velocity, innovation, and scalability for our businesses. We are Storytellers and Innovators. Creators and Builders. Entertainers and Engineers. We work with every part of The Walt Disney Company’s media portfolio to advance the technological foundation and consumer media touch points serving millions of people around the world.  

Here are a few reasons why we think you’d love working here: 

Building the future of Disney’s media: Our Technologists are designing and building the products and platforms that will power our media, advertising, and distribution businesses for years to come. 

Reach, Scale & Impact: More than ever, Disney’s technology and products serve as a signature doorway for fans' connections with the company’s brands and stories. Disney+. Hulu. ESPN. ABC. ABC News…and many more. These products and brands – and the unmatched stories, storytellers, and events they carry – matter to millions of people globally.  

Innovation: We develop and implement groundbreaking products and techniques that shape industry norms, and solve complex and distinctive technical problems. 

The Business Operations team helps guide and articulate technology strategy and research and is responsible for driving the day-to-day operation of the Product & Technology organization, including project and portfolio management and tracking; organization-level capital, space, and resource management and allocation; process management; technical incident management; and our administrative and workplace experience support team.

Job Summary:

As a key member of the Disney Entertainment and ESPN Product & Technology team, the Solutions Engineer II - Senior Technical Analyst plays a pivotal part in supporting global media production and distribution systems. This role serves as the first touch of technical engagement, responsible for intake, triage, and resolution of incidents, issues, and service requests, while ensuring seamless collaboration with engineering teams. The selected candidate will be able to leverage problem solving skills to execute the right runbooks to maintain service availability, as well as maintain accurate documentation across critical business applications, streaming workflows, and satellite/broadcast systems.

Key responsibilities include:

• Serve as the initial technical point of contact for customer-reported issues, leveraging strong problem-solving skills to triage and resolve incidents efficiently
• Coordinate incident response, collaborating closely with engineering and support teams to ensure timely resolution of complex technical challenges
• Work with and effectively communicate with Software, Infrastructure, and/or Network Engineers during incidents about necessary solutions to drive issues to resolution
• Act as a technical liaison between customers, internal support teams, and product engineering to ensure alignment and transparency throughout the resolution process
• Monitor service‑health and communication channels (Datadog, BigPanda, Teams, email) and raise issues promptly to major incident management as necessary
• Document incidents thoroughly in ServiceNow and Jira; maintain ticket hygiene and ensure all fields are correctly filled out
• Participate in training programs to build and enhance technical acumen
• Review and update runbooks and technical documentation
• Mentor junior analysts and coordinate peer training and onboarding

The role oversees operational protocols and runbooks for supported workflows, systems, and applications to ensure high service availability and minimal disruptions. An ideal candidate should have a solid technical background in IT, software, or production support – all with proven problem-solving experience.

This role requires swift incident detail gathering and analysis while providing problem-solving support. The role requires the ability to work with internal and external teams and collaborators, knowing when to escalate to key engineering stakeholders to effectively resolve issues promptly. The role requires an active role in incident management by ensuring thorough documentation and continual tracking of issues throughout the incident lifecycle. This role is crucial in maintaining high service availability and minimizing disruptions.

The role also assists junior team members in handling and escalating complex incidents appropriately, as well as fulfilling requests utilizing internal runbooks.

Responsibilities and Duties of the Role:

Incident Intake & Escalation

• Serve as the main point of contact for handling all issues and requests reported by stakeholders.
• Efficiently capture incident details through phone calls, chat interviews or monitoring.
• Analyze incidents thoroughly using problem solving 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, & Training

• 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 managing incidents throughout their lifecycle.
• Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base.
• Assist in training junior members of the team.
• Develop and coordinate peer technical acumen training program.
• Review and update technical documentation and runbooks.

• Assist in the onboarding process, review documentation, coordinate training sessions.

Monitoring

• Monitor various service-health platforms and stakeholder communication platforms like Teams, Datadog, BigPanda, email, etc.

• Proactively identify and address potential issues or performance bottlenecks.

Required Education, Experience/Skills/Training:

Basic Qualifications

• 5+ years of experience in a 24x7 IT call center or helpdesk role
• Knowledge of ITSM tools such as ServiceNow, PagerDuty, and JIRA
• Hands-on experience fulfilling user service requests and leveraging problem solving skills to troubleshoot first-line technical issues, escalating to key engineering stakeholders as necessary
• Ability to work well under pressure and manage priorities with urgent deliverables
• Excellent communication and interpersonal skills for presenting needs, challenges, and solutions to teams, partners, and stakeholders
• Ability to deliver high-quality results in a heavy multitasking environment
• Experience leading peers as well as working with minimal supervision
• ITIL v3/v4 Foundation Certification

Preferred Qualifications

• Experience with observability tools such as Datadog, BigPanda, Conviva, Grafana, Splunk
• Familiarity with streaming media workflows, broadcast systems, and IT infrastructure
• Familiarity with Major Incident Management, Problem Management, Change Management

Required Education  

• Bachelor’s degree in computer science, information technology, or related field

The hiring range for this position in CA is $89,000.00 to $119,300.00 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.