This position is responsible for delivering the on-going Level 2 operational support for Disney Parks, Experiences and Products (DPEP)’s portfolio of Licensing and Publishing IT systems. Responsibilities include, but are not limited to, primary support for the application and back-up support for other applications They will ensure the continual operational health of the applications by responding to technical support issues, driving continual service improvement and collaborating with other support and development teams across The Walt Disney Company. This position reports to the Manager, Application Support & Operations under the Sr. Manager, Application Support & Operations.
This position will act as the primary liaison between business users and IT technical personnel and vendors, ensuring timely resolution of issues and escalation of complex or critical business problems. They will be responsible for driving the definition, planning, and monitoring of all application support activities for the licensing applications portfolio. This position will also be the subject matter expert (SME) for related business processes and will be accountable for identifying and mitigating risks to the service delivery area and proactively addressing issues before they impact service levels. Specific activities include: troubleshooting, performance monitoring, capacity planning, problem analysis, support analytics, end-user training and script writing. This position addresses issues before they impact service levels.
Responsibilities :
Support

• Responsible for defining, planning, and monitoring all application support activities for IT applications including troubleshooting, performance monitoring, recommendation of resolution, installation, training, and script writing
• Accountable for identifying and mitigating risks to service delivery and proactively address and resolve issues before they impact service levels
• Lead periodic problem analysis meetings with all parties involved in the delivery of application services to clients
• Support the technical recovery of major system outages, interfacing with numerous stakeholders including outsourced service delivery, application and support teams
• Escalate issues and seek advice from Level 3/development team on complex issues or problems in a timely manner
• Facilitation of timely and effective remediation for all issues
• Provide on-going operational support metrics for all incidents and requests related to licensing applications
• Collaborate with Level 3/development team on support deliverables throughout all lifecycle phases of project and support activities
• Develop training material, knowledge base articles, and support documentation with minimal direction from senior team members and present formal and informal training classes

Operations

• Act as a subject matter expert on the licensing business and how it relates to their use of licensing applications portfolio
• Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats
• Provide input on the design of new/enhanced IT applications by analyzing requirements; constructing workflow charts and diagrams; studying system capabilities; writing specifications
• Coordinate with technical personnel as needed 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 initiatives

Project Work

• Responsible for delivering on-time, in-scope and in-budget small to medium sized projects
  • Work with management to identify and prioritize project requests
  • Work with business and technology subject matter to define scope, create estimates, develop budgets and project plans, and produce Statements of Work and other planning documentation needed for funding approvals
  • Create strategies for risk mitigation and contingency planning
  • Facilitate project team and business planning meetings
  • Track and report project status

Managerial Responsibilities

• Establish and maintain strong collaborative partnerships with peers, management, internal and external partners/vendors/suppliers to optimize operational activities and understand impact on systems and operations from external projects
• Gain understanding of business strategies/process and provide business initiative impact analysis
• Communicate regularly with the customer to evaluate satisfaction and proactively identify upcoming needs
• Must be able to work independently and prioritize work effectively
• Act as a peer group leader to help train staff

Basic Qualifications :

• 5 years of experience in application support or service operations in a large enterprise environment
• 5 years previous experience managing or supporting complex systems similar to their application
• 2 years demonstrated experience leveraging ITIL or other service management methodologies
• Knowledge of application monitoring and management tools such as DataDog and New Relic
• Strong analytical and problem solving skills
• Excellent interpersonal and relationship building skills
• Must be extremely organized and capable of tracking many issues simultaneously
• Needs to demonstrate the ability to build consensus and support from the IT organization on the solutions being proposed
• Demonstrated ability to complete assignments with speed, accuracy, and quality
• Excellent verbal and written communications skills communication skills, able to articulate complex ideas in succinct, business terms without the use of technical jargon
• Demonstrated ability to prioritize work assignments and to focus on the highest priority issues
• Previous knowledge working in an IT ticketing system (ServiceNow, HP Service Manager, CA Service Desk, BMC Remedy, etc.)
• Previous work experience with query tools (e.g. SQL)
• Knowledge of Agile best practices and central tools (e.g. JIRA, Confluence, Slack)

Required Education :
Bachelor’s degree or equivalent experience in a technology or business related field.
Desired BS in Computer Science.
Preferred Education :
ITIL Foundation certification preferred
Additional Information :
DISNEYTECH