Senior Support Engineer (Digital Advertising)

On any given day at Disney Entertainment & ESPN Technology, we're reimagining ways to create magical viewing experiences for the world's most beloved stories while also redefining Disney's media business for the future. Whether that's evolving our streaming and digital products in new and immersive ways, powering worldwide advertising and distribution to enhance flexibility and efficiency, or delivering Disney's unmatched entertainment and sports content, every day is a moment to make a difference to partners and to hundreds of millions of people around the world.
A few reasons why we think you'd love working here:

• Building the future of Disney's media business: DE&E Technologists are designing and building the infrastructure that will power Disney's media, advertising, and distribution businesses for years to come.
• Reach & Scale: The products and platforms this group builds and operates delight millions of consumers every minute of every day - from Disney+ and Hulu, to ABC News and Entertainment, to ESPN and ESPN+, and much more.
• Innovation: We develop and execute groundbreaking products and techniques that shape industry norms and enhance how audiences experience sports, entertainment & news.

Business Operations is the glue of DE&E Technology, with a persistent focus on connecting all the pieces of the business. All the components that make up the organization - engineering, product, design, operations, support and more - come together and move the business forward with oversight, effective prioritization, and guidance. This team synthesizes information from across the business to ensure leaders are armed with all the necessary data before making strategic and financial decisions. From forecasting, funding, tracking, and reporting on projects, to ways of working, and resource management, Business Operations has transparency and input into all aspects of the team.
As a Solutions Engineer, you are responsible for supporting the day-to-day operations of our advertising pipelines. Our successful candidate has demonstrated experience resolving complex issues with a solid and consistent incident management mindset. You will need proven leadership skills, a sense of urgency, experience with critical service operations, and the ability to problem-solve in high-volume production environments.
Responsibilities

• Perform intake for user access issues, routing complex issues to specialized teams.
• Perform day-to-day technical support, including initial triage and troubleshooting of operational issues.
• Ensure timely declaration and escalation of unplanned/planned service disruptions, including the associated data collection, reporting, and tracking of follow-up action items.
• Lead others to act to make informed decisions to resolve incidents, keeping support teams motivated to identify the root cause of and mitigate customer-impacting issues.
• Actively liaise with business and engineering leadership stakeholders on potential or customer-impacting incidents, explaining the issue clearly and concisely.
• Monitor and detect service-disrupting incidents, ensuring monitoring and alerting on production services are in place or added as identified.
• Pursue continuous improvement by maintaining and ensuring the timely update of detailed training manuals, policies, checklists, and operations procedures for team use.
• Develop strong partnerships across operations, sales, business intelligence, engineering, and product management teams.
• Review incidents and issues with partners, recommending creative solutions to aid in improving excessive toil and reducing the number of operational incidents.

Required Qualifications

• ITIL v3 / v4 Foundation Certification
• Bachelor's degree with an area of emphasis in or a minor in Computer Science, IT, IS, or related discipline
• 3+ years experience in a high-traffic, 24x7, mission-critical technical operations environment
• Strong analytical, organizational, and critical thinking skills
• Strong interpersonal and communication skills, with a demonstrated ability to communicate complex concepts to technical and unacquainted audiences effectively
• Experience using Atlassian tools for issues (Jira) and documentation (Confluence)
• Experience using ServiceNow for Incident and Request Management
• Experience with administering and tuning applications/system monitoring and management tools like BigPanda, Grafana, New Relic, PagerDuty, Solarwinds, Splunk
• Experience with Problem Management and Change Management

Preferred Qualifications

• Experience with digital advertising systems and ecosystems
• Experience with broadcast, network, CDN, or digital advertising operations/support, preferably with a focus on video advertising technology
• Experience with live event management for high-concurrency events

The hiring range for this position is $124,000 to $166,200 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.