Incident Commander

Overview:

The Incident Commander will drive incident bridge calls for Enterprise Technology impacting issues to resolution. The role will provide operational oversight and technical direction to their DTOC Shift team, and responsible for restoring services through observability, monitoring, identifying impact and urgency, and incident coordination with the technology organizations across different segments to reduce impact to Disney guests and cast members and their business operations.  

The Incident Commander will interact with computer and software engineers, quality control specialists, infrastructure service leads, segment technologists, executive leadership, to ensure service availability, increase efficiency, and establish best practices for the execution and continuous improvement of the Major Incident, Event Management, Change Management, and Problem Management processes within the DTOC. 
 
Additionally, this position will drive service improvement initiatives through proactive monitoring and enhancement actions from identified risks through analytics and problem management. The Incident Commander engineer is an active member of the service team focused on operations, ensuring the sustainability of operations by contributing to the development, testing, and evaluation of services supported. 
 
Leverage partnerships with the business, customer base, and suppliers to successfully deliver services to meet agreed-upon expectations. Provides 24x7x365 first point-of-contact for centralized incident response and recovery. Provides all core services on a priority basis and with dedicated support to ensure the success of critical events. 

Responsibilities:

• Perform as the incident commander—leading incident bridge calls as first chair, owner of the call, orchestrating recovery activities of DTOC and other technology teams to drive fast restoration of service without added risk to the organization, providing command and control of the call 

• Effectively apply Incident Analysis and Problem Analysis techniques during an incident and post-incident ensuring staff apply the same. 

• Drive the efficiency and effectiveness of the Event, Incident, Major Incident, Request Fulfillment and Problem Management processes.

• Identify service improvement opportunities through trend analysis, proactive techniques, and after-action reviews. 

• Elevate any service gaps proactively with leadership. 

• Participate in creating, maintaining, and regularly reviewing department procedures, operational readiness plans and posture, aimed at improving the overall availability of IT services and infrastructure components, to ensure that existing and future business availability requirements can be met. This includes compiling daily operational reports and facilitation of operational readiness calls. 

• Ensure the DTOC is effectively monitoring available tools and systems for high availability and swift response to potential and actual outage situations. 

• During outage situations consistently provide Situation Reports in a timely fashion, ensure work streams toward resolution are clearly articulated following department procedures, and business impacts are obtained, and all communicated.

• Provide the technical direction to the team to ensure 100% on-site coverage required to effectively support incidents, service requests, proactive health checks and HyperCare services. 

• Perform DR/BCP activities for critical events and emergency onsite response. 

Basic Qualifications: 

• Minimum 5 years of related work experience.

• Bachelor's degree in technology field - Computer Science, Management Information systems, or equivalent work experience.

• Experience leading incident recovery calls as the first chair involving multi-disciplined geographically dispersed teams in a Fortune 500 organization. 

• Experience supporting converged infrastructure stacks, including: application, compute, storage and networking. 

• Ability to work under pressure, multitask, meet internal and external work schedules and/or deadlines in a fast-paced environment.

• Experience with hands-on support of cloud operations with one or more: AWS, Google Cloud or Azure. 

• Experience supporting diverse portfolios, multiple business applications and IT services. 

• Ability to work in a 24x7 IT operations environment. 

• Demonstrated experience with Service and Event Management tools. 

• Proven experience and understanding of root cause analysis techniques. 

• Proven ability to be detail, deadline, and results-oriented. 

• Strong technical coaching skills with the ability to motivate and encourage others. 

• Ability to manage competing priorities and workflow. 

• Vendor relationship management experience. 

• Comfortable working within a highly matrixed organization. 

• Expertise in supporting large-scale environments in a diverse culture. 

• Demonstrated attentiveness to detail, strong partnering skills, proactive problem-solving, and decision-making skills.  

Technology Focus 

• Seasoned technologist who will identify technology and execution challenges in solutions and products offered by Architecture and Engineering teams as well as outside vendors and OEMs. 

• Must be familiar with complex network topics and availability approaches in an effort to drive performance from all network operations center functions. 

• Carries and maintains a relevant and up-to-date skill set in the areas of x86 hardware technology, Windows, Linux, RISC operating systems, P-Series hardware, SAN, NAS and data protection technologies. 

• Must have a working knowledge of relevant WAN/LAN technologies, wireless infrastructure, DNS/DHCP, Load-Balancers, WAN Accelerators, Telephony and other network technologies. 

Preferred Qualifications: 

• ITIL v3 Certification preferred.

• Kepner-Tregoe highly desired.

• Experience in enterprise scale IT departments highly desired.

• Current or previous technical designations in operating systems, virtualization or hardware platforms will be helpful.