Manager, Technical Incident Management

Disney Direct to Consumer (DTC) includes premium streaming services with Hulu, a premium streaming service that offers premium originals, current season TV, a massive library of hit series and movies, and live television and Disney+ is the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars, Marvel, Pixar, Disney, and NatGeo. Our DTC team is looking for hardworking team-players to join the Viewer Experience team, who will thrive upon the legacy of Disney, Day to day leader for Incident Management Analysts and Hulu, embrace unconventional thinking, and who are passionate about contributing to The Walt Disney Company’s direct-to-consumer (DTC) experience through strategic hard work and determination.

The Disney Direct to Consumer Viewer Experience team is seeking an experienced Manager, Technical Program Management. This role will be directly responsible for oversight and execution in the following purviews: 

What You Will Do

• Lead Incident Response for mass-impacting issues

• Lead partnerships with stakeholders and partner teams as related to Incident Management

• Understand all VX ecosystem components including architecture, system, and tools.

• Articulate and provide clear problem statements for clarity amongst stakeholders and drive consensus to an optimal resolution across the VX org for components of the Incident Management ecosystem.

• Architect solutions by driving and defining requirements for initiatives, determine technical milestones to roadmap the final deliverable. 

• Effectively align outcomes, drive discussions, meetings, and/or decisions across a wide and diverse set of stakeholders.

• Engage directly with internal and external partners to deliver optimized solutions falling in the Incident Management purview.

• Solve challenges and implement positive change across the VX org and by aligning with impacted partners in the Incident Management purview.

• Lead and drive execution and delivery of high-profile Incident Management programs and workstreams.

• Anticipate questions regarding Incident Management needs or concerns and work with stakeholders to address as needed. 

• Serve as subject matter expert and "go to" for guidance in Incident Management purview. 

• Responsible for overall program communication and risk escalation.

• Responsible for providing subject matter expertise in the Incident Management purview as related to interoperability needs in the larger VX ecosystem. 

• Lead 3+ direct reports and drive a positive team environment by modeling best practices and behaviors.

Required Qualifications and Skills:

• ​BA/BS or equivalent experience in a technical field

• 8+ years in the incident management, critical issue engineering or similar technical operations field which includes 5+ years of leadership

• Experience leading teams in the Incident Management space

• Experience managing a technically focused analyst team

• Strong understanding of technical architecture for systems and the relationships of those systems with surrounding ecosystems. 

• Influence cross dependent priorities to align with program level technical goals. 

• Proven ability to deliver highly complex technical projects through ambiguous or limited requirements across the org. 

• Experience with issue and project tracking software such as JIRA

• Skilled communicator, able to adjust tone and approach to suit audiences.

• Strong presentation skills, with the ability to create engaging, presentation decks.

• Extremely detail and process-oriented, but comfortable with sudden “chaos;” gears can be switched quickly with no subtlety falling through the cracks.

• Skills in reporting data and analytics

Nice to Haves:

•  Experience in streaming media and customer service environments preferred.