Manager, Technical Incident Management

Job ID 10101985 Location San Antonio, Texas, United States Business Disney Direct to Consumer Date posted Oct. 02, 2024

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Job Summary:

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.

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About Disney Direct to Consumer:

Disney’s Direct to Consumer team oversees the Hulu and Disney+ streaming businesses within Disney Entertainment helping to bring The Walt Disney Company’s best-in-class storytelling to fans and families everywhere.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Hulu, LLC, which is part of a business we call Disney Direct to Consumer.

Hulu, LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

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The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

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