Senior Systems Reliability Operations Engineer

Job ID 10058991 Location Mumbai, India Business The Walt Disney Company (Corporate) Date posted Nov. 30, 2023

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Job Summary:

The Disney Technology Operations Command Center (DTOC) is a 24x7x365 mission-critical services operation center responsible for service availability, with primary focus to rapidly respond to, correlate for, and reduce impact of outages. We are accountable for identifying and facilitating the resolution of service impacting events, and collaborating with other technology teams to prevent future impact through proactive event management, incident and problem analysis. The DTOC drives the execution of the major incident process including communication to executives and key stakeholders. The DTOC owns and executes the IT Emergency Operations Center Crisis Management plan and process, with responsibility for maturing the plan and its integration into the overall Corporate Crisis Management and TWDC programs. The DTOC also provides ongoing first and second-level technical support of requests, performs validation procedures for routine system/service checks, and fulfills proactive monitoring with communication for HyperCare of significant business events.

The SRO Engineer will provide operational oversight and technical leadership and is responsible for monitoring, identifying, and coordinating with other technologists across segments to fine-tune system operations rallying to resolve service interruptions. This role is responsible for the end-to-end reliability and operations of IT services and performing consultations and training to other clients and segments within TWDC.

The SRO Engineer will examine IT systems for defects and communicate maintenance schedules and critical events across the company.

Working with Engineers and Analysts at all levels and the SRO will interact with computer and software engineers, quality control specialists, infrastructure service leads, segment technologists, and others to ensure service availability, increase efficiency, and establish best practices for the execution and continuous improvement of the Event, Incident, Major Incident, Crisis Management, Hypercare execution, and Problem Management processes within the DTOC.

Additionally this position will drive service improvement initiatives through proactive monitoring and enhancement actions from gaps identified through analytics and problem management. The SRO engineer is an active member of the DTOC service team focused on Operations, but ensuring the operations sustainability by contributing to the development, testing, and evaluation of services supported.

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.

Technology Focus

Carries and maintains a relevant and up to date skill set in the areas of x86 hardware technology, Windows, Linux, RISC operating systems, P-Series hardware, SAN, NAS and data protection technologies.
Must have a working knowledge of relevant WAN/LAN technologies, wireless infrastructure, DNS/DHCP, Load-Balancers, WAN Accelerators, and other network technologies.
Implement and maintain technology observability and alerting solutions to provide real-time insights into system health, performance, and compliance.
Establish and maintain service technology level objectives (SLOs) and service level indicators (SLIs) for critical enterprise services.
Monitor and manage the performance and availability of enterprise applications, systems, and infrastructure, ensuring they meet or exceed established service level objectives (SLOs).
Proactively identify, diagnose, troubleshoot, and resolve infrastructure, application, and IT operations issues in collaboration with other IT support teams.
Develop, implement, and maintain automation tools and scripts to improve the efficiency and reliability of IT operations and infrastructure.
Seasoned technologist whom will identify technology and operational challenges in solutions and products offered by Architecture and Engineering teams as well as outside vendors and OEMs.
In partnership and cooperation with the architecture and engineering teams – ensures that products currently in ideation and development are being engineered with long term operational sustainment goals in mind.
Must have a solid understanding of Internet technologies and availability strategies for digital platforms.
Must be familiar with complex network topics and availability approaches in an effort to drive performance from all network operations center functions.

Responsibilities

Drive the efficiency and effectiveness of the Event, Incident, Major Incident, Request Fulfillment and Problem Management processes
Experience in enterprise IT operations, including system administration, application platforms, infrastructure, networking fundamentals, and IT service management.
Strong understanding of Windows, Linux/Unix operating systems, networking platforms & concepts.
Proficiency in one or more scripting languages (e.g., Python, Bash, Ruby) and automation tools (e.g., Python, PowerShell).
Solid understanding of observability, monitoring and alerting tools (e.g., Splunk, New Relic, Grafana, ELK Stack, Datadog).
Familiarity with modern operations support methodologies and practices, such as Site Reliability Engineering (SRE).
Strong technology problem-solving and analytical skills, with the ability to quickly diagnose and resolve complex technical issues.
Excellent communication and collaboration skills, with the ability to work effectively in cross-functional teams.
Identify service improvement opportunities through trend analysis, proactive techniques, and after-action reviews
Analyze and publish operational utilization and service performance metrics regularly
Identify and drive service availability improvement opportunities by executing leading practices
Ensure that all DTOC services are designed to deliver the levels of availability required by the business, and validate of the final design to meet the minimum levels of availability as agreed by the business for IT services
Elevate any service gaps proactively with leadership.
Participate in creating, maintaining, and regularly reviewing department procedures, operational readiness plans and posture, aimed at improving the overall availability of IT services and infrastructure components, to ensure that existing and future business availability requirements can be met. This includes compiling daily operational reports and facilitation of operational readiness calls.
Ensure the DTOC is effectively monitoring available tools and systems for high availability and swift response to potential and actual outage situations.
Perform as the incident commander on service outage calls, orchestrating recovery activities of DTOC and other technology teams to drive fast restoration of service without added risk to the organization, providing command and control of the call
Effectively apply Incident Analysis and Problem Analysis technique during an incident and post-incident and ensure staff apply the same
During outage situations consistently provide Situation Reports in a timely fashion, ensure work streams toward resolution are clearly articulated following department procedures, and business impacts are obtained and all communicated
Manage and provide the technical direction of the team to ensure 100% on-site coverage required to effectively support incidents, service requests, proactive health checks and HyperCare services
Perform DR/BCP activities for critical events and emergency onsite response.

Strategy

Responsible for influencing and socializing DTOC solutions, practices, roles, responsibilities, and processes
Responsible for influencing and socializing Operational service gaps to Engineering for capability enhancements.
Participate in creating, maintaining, and regular reviews targeting the overall readiness of services for existing and future business needs, including Operational Readiness Reviews (ORR)
Contribute to the development and sustainment of an enterprise level incident, event, and availability management strategy
Participate in the development and governance of service level agreements.

Qualifications:

BA/BS in Computer Science, Engineering or related field. Equivalent work experience within large IT Operations organizations would be considered in lieu of degree.

Master’s in IT Systems or Business Administration (MBA) or MS in technical discipline.

Work Experience:

5+ years experience supporting converged infrastructure stacks, including: application, compute, storage and networking
5+ years leading incident recovery with multi-disciplined geographically dispersed teams in a Fortune 500 organization
3+ years of experience in either a large IT shared services organization or outsourced environment
Experience leading technical recovery of major incidents for Fortune 500 organization
Experience with hands-on support of cloud operations with one or more: AWS, Google Cloud or Azure
Experience supporting diverse portfolios, multiple business applications and IT services
Experience working in a 24x7 IT operations environment.
Demonstrated experience with Service and Event Management tools.
Demonstrated experience in systems integration, application infrastructure support and middleware operations.
Demonstrates management skills, both from a resource management perspective and from the overall control of a process
Proven experience and understanding of root cause analysis techniques
Proven ability to be detail, deadline, and results-oriented
Strong leadership skills with the ability to motivate and encourage others
Ability to manage competing priorities and workflow
Solid interpersonal skills for
written, oral, and face to face communications
Practical experience with influence and negotiation methods and techniques
Ability to serve as mentor and coach
Strong customer service orientation, seeking opportunities to serve clients.

Skills / Specialized Knowledge/ Competencies

IT Automation and scripting in languages such as Python and/or PowerShell
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 in a diverse culture
Demonstrated attentiveness to detail
Demonstrated strong partnering skills
Demonstrated proactive problem-solving and decision making skills
Demonstrated ability to delivery work on time
Proven team player with the ability to mentor, guide, and influence cross-functional teams
ITIL v3 Certification Preferred

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About The Walt Disney Company (Corporate):

At Disney Corporate you can see how the businesses behind the Company’s powerful brands come together to create the most innovative, far-reaching and admired entertainment company in the world. As a member of a corporate team, you’ll work with world-class leaders driving the strategies that keep The Walt Disney Company at the leading edge of entertainment. See and be seen by other innovative thinkers as you enable the greatest storytellers in the world to create memories for millions of families around the globe.

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 UTV Software Communications Private Ltd, which is part of a business we call The Walt Disney Company (Corporate).

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