Sr System Engineer -VTC AV

Job ID 10111822 Location Bristol, Connecticut, United States Business ESPN Date posted Feb. 05, 2025

Apply Now

Job Summary:

The End-User and Technical Operations organization is responsible for monitoring and managing the end-to-end delivery and support of enterprise technology services across The Walt Disney Company and its’ business segments. This organization is responsible for ensuring adherence to defined service levels and completion of approved work. Conduct service improvement initiatives through proactive monitoring and improvement actions identified through analytics and by our Customers. Leverage partnerships with the Business, Customer base and the Suppliers to successfully deliver services to meet agreed upon expectations. Coordinate and lead the resolution of service delivery issues/problems between in-scope and out-of-scope groups. Define and maintain all aspects of a product and/or service including what the product is, what services are included, how to request or obtain the product, service level options and what the product or service costs. Develop and manage project timelines and resources to ensure requirements are understood, dependencies are defined, a design is developed, and the solution is implemented and supported.

Responsibilities:

The Video Collaboration Operations System Engineer will provide operational oversight and leadership of all Video Collaboration Operations in the Production environment for The Walt Disney Company. Specific focus will be on operational support diverse portfolio of video conference solutions and is responsible for ensuring great customer experiences with all TWDC Video Teleconferencing Services, including Zoom, Microsoft Teams, and other tools and facilites that provide collaboration value to our customer base. The candidate will provide technical leadership over Outsourcing Partners and other technical subject matter experts on all operational activities for maintaining a highly reliable services and service improvement initiatives. Additional focus will be on restoring service outages and root cause analysis. The candidate will work in conjunction with Digital Experience Engineering Team for the transition of new services/capabilities into the Video Collaboration Portfolio.

Additionally, this position will drive service improvement initiatives through proactive monitoring and enhancement actions from gaps identified through analytics and by our customers. Position is an active member of the Video Collaboration service team focused on Operations, but assists in the design, analysis, evaluation, testing, debugging and implementation of the portfolio. Position will also be responsible for ensuring the operations sustainability by contributing to the development, testing, evaluation and design of video collaboration space.

Leverage partnerships with the Business, Customer base and the Suppliers to successfully deliver services to meet agreed upon expectations. Provides 24x7x365 first point-of-contact for centralized incident response and recovery that consistently and reliably triages reported or automated incidents, applies recovery procedures, and engages domain experts to restore steady-state operations; provides all core services on a priority basis and with dedicated support to ensure the success of critical events.

In addition to the functional responsibilities, the Video Collaboration Operations Systems Engineer will be a key member of a high performing team. This includes working with contract and service provider resources, along with Disney Cast Members, therefore it is important to understand the different approaches required to interact with, motivate and guide, contractor, and managed services resources.

Qualifications:

Minimum of 5 years’ experience supporting Enterprise VTC/Collaboration Services
Expert troubleshooting/triage skills in complex multi platform environments supporting Zoom and Microsoft Teams video conferencing platforms and related conference room hardware solutions.
Experience in planning, deploying and supporting complex Video Collaboration solutions
Experience with ITIL frameworks and processes
Experience working within large, complex production teams
Experience working within an outsourced environment
Vendor relationship management experience
Comfortable working within a highly matrixed organization
Strong technology driven process experience
Ability to work under pressure, meet internal and external work schedules and or deadlines and show effective time and crisis management skills
Expertise in supporting large-scale environments ina diverse culture
Demonstrated attentiveness to detail
Demonstrated strong partnering skills
Demonstrated proactive problem-solving and decision making skills
Demonstrated strategic and creative thinking ability
Demonstrated ability to delivery work on time
Proven team player with the ability to mentor, guide, and influence cross-functional teams
Ability to develop clear and concise thoughts into proposals, recommendations, and findings
Proficient in Microsoft O365 suite, Zoom Admin console
Expertise in large-scale migrations between Systems
Current or previous technical designations in operating systems, virtualization or hardware platforms will be helpful.

Nice to have:

ITIL v3 Certification Preferred

EDUCATION:

BA/BS in Computer Science, Engineering or related field. Equivalent work experience would be considered in lieu of degree.
Masters in IT Systems or Business Administration (MBA) or MS in technical discipline

Apply Now

About ESPN:

Working at ESPN is unlike anything else. That’s because we’re always finding new ways to interact with fans – however and wherever they connect with sports. Every day we’re doing things that no one has done, all in a dynamic culture where we defy odds and continuously outdo ourselves. When you have the latest technology, game-changing ideas and world-class talent on your team, every day is extraordinary.

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 ESPN, Inc, which is part of a business we call ESPN.

ESPN, Inc 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.

DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

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, visit the Disney candidate disability accommodations FAQs. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

Having technical issues? View the FAQs for help.

Hiring Process

Where Does Your Story Begin?

Explore Disney Careers and the Life at Disney blog to learn about all the amazing opportunities waiting to be discovered at The Walt Disney Company.
Be Part of the Story

There are many different brands and businesses to explore. Once you've found the opportunity that is right for you, take the next step by completing your application.
The Next Chapter

Once you've applied, you will receive an email allowing you to access your candidate dashboard. Create your login and make sure to check your dashboard often to see your application progress.

Explore this Location Bristol, CT

The Heart of Connecticut Bristol, Connecticut is just two hours from Boston and New York and just an hour from the shoreline. From the natural beauty of picturesque hills and fall foliage, to the high tech satellite dishes of ESPN, Bristol’s “City sized” with a small town vibe, offering wonderful memories no matter your pace.