You will provide the ongoing Level 2 operational support for DPEPs Creative Product Development applications. These applications include Online Product Approval (OPA) and Product Lifecycle Management (PLM). You will require service leadership and expertise in all areas of the Creative portfolio, partnering with your partners and external partners. You will ensure the operational heath of the applications by responding to technical support issues, improving and collaborating with other support teams across The Walt Disney Company. You will report to the Manager, Application Support & Operations.
You will promote communication between users and IT technical personnel and vendors, ensuring resolution of issues and escalation of complex or essential problems. You will support the definition and monitoring of all application support activities for the Creative portfolio. You will also be the subject matter expert (SME) for related processes and will find and address risks to the service delivery and addressing issues before they impact service levels. Specific activities include: troubleshooting, performance monitoring, problem analysis, and support analytics. You will address issues before they impact service levels.
We are looking for a passionate team player, who is fanatical about service operations. Someone who holds themselves and their teammates accountable. A person who believes the impossible is possible and can make it happen. A collaborative technologist who wants to bring the best out in themselves and those around them.
Responsibilities :
Support

• Find and address risks to the service delivery and address and resolve issues before they impact service levels
• Be an escalation point for difficult problems and complex inquiries
• Guide the technical recovery of DPEP major system outages, working with numerous partners including the outsourced service delivery, DPEP application and support teams
• Escalate issues and seek advice from Level 3 development team on complex issues.
• Lead periodic problem analysis meetings with all parties involved in the delivery of application services to clients
• Monitor all application support activities for IT applications including troubleshooting, performance monitoring, recommendation of resolution, installation, training, and script/code writing
• Develop support documentation

Operations

• Be a subject matter expert on the DPEP Licensing business and how it relates to their use of DPEP Licensing IT Creative suite of applications
• Determine operational goals by studying operations; gather information; evaluate output requirements and formats
• Coordinate with technical personnel to meet customer needs, while managing customer expectations to prevent overload or missed deadlines
• Maintain system protocols by writing and updating procedures
• Monitor service performance and recommend areas of focus for continuous improvement projects
• Maintain all controls to ensure governance, security and quality of data assets

Project Work

• Provide in-scope and in-budget small to medium sized projects
• Work with management to Identify project requests
• Facilitate project team and business planning meetings
• Report project status

Managerial Responsibilities

• Maintain partnerships with peers, management, our partners/ vendors/suppliers to improve operational activities and understand impact on DPEP systems and operations from external projects
• Gain understanding of business strategies/process and provide business initiative impact analysis
• Communicate with the customer to evaluate satisfaction and identify upcoming needs
• Be a peer group leader to help train staff

Basic Qualifications :

• 3 years of experience in application support operations in a large enterprise environment
• 3 years previous experience managing or supporting large digital asset management or product management systems
• 2 years demonstrated experience applying ITIL or other service management methodologies
• Knowledge of application monitoring tools such as HP Business Systems Monitor (BSM), New Relic, and Datadog
• Track many issues simultaneously
• Needs to demonstrate and support from the IT organization on the solutions being proposed
• Complete assignments with speed, accuracy, and quality
• Communication in succinct, business terms without the use of technical jargon
• Focus on the highest priority issues

Required Education :
Bachelor's degree or in a technology or business related field.
Preferred Education :
Desired BS in Computer Science