About the Role and Team

Reporting to the Technical Account Manager within the Disney Destinations International (DDI) team, this role supports the maintenance, development, and performance of Disney Parks platform reservation systems. You’ll play a key role in managing second-line systems support, liaising with both internal stakeholders and external technology partners, and ensuring system performance aligns with business needs and campaign requirements.

You’ll bring relevant experience in system sustainment, technical support, and business analysis, ideally within the travel or leisure industry. A background working with APIs, infrastructure upgrades, and third-party service providers is highly desirable. You’ll be confident managing technical documentation and user acceptance testing while supporting ongoing development and release management.

You’ll also provide day-to-day mentorship to junior team members and contribute to the continuous improvement of team processes. Excellent communication, stakeholder management, and analytical skills are essential, alongside the ability to remain calm and proactive under pressure.

Key Responsibilities

• Support the delivery of system sustainment projects including second/third-party API integrations, infrastructure upgrades and platform developments.

• Serve as a key liaison with technology partners, acting as the point of contact for technical escalations and updates.

• Provide second-line support to the Technology Helpdesk, triaging system incidents and working to resolve bugs or issues swiftly.

• Support release management by overseeing the planning and communication of platform updates, infrastructure changes, and scheduled outages.

• Conduct and manage user acceptance testing, including integration and load testing, ensuring any upgrades or fixes meet performance expectations.

• Work cross-functionally with campaign teams to provide live support and technical assurance for ongoing and upcoming campaign activity.

• Maintain system documentation, technical specifications, and support guides with clarity and accuracy.

• Provide day-to-day guidance and mentorship to the Technical Project Assistant, acting as a key escalation point.

• Ensure system performance and sustainment efforts are in line with business objectives and user needs.

• Contribute to process improvement initiatives and drive operational excellence within the team.

• Liaise with internal stakeholders to gather requirements and feedback, supporting effective end-to-end delivery of enhancements.

• Coordinate with TWDC Accounts Payable to assist in vendor billing issue resolution.

• Maintain strong awareness of technical trends and developments in the reservation and digital media space.

Other General Activities

• Attend and actively contribute to departmental and cross-functional team meetings.

• Collaborate with other TWDC functions globally to share knowledge and enhance operational alignment.

• Support the creation and implementation of personal development plans through the D-Achieve programme.

• Champion diversity, inclusion, and teamwork, fostering an open and respectful working environment.

• Support wider studio and operational projects as required, including systems testing and user feedback.

• Provide training to new joiners or existing team members when appropriate.

• Ensure coverage of team responsibilities in line with the buddy scheme during periods of leave or absence.

• Adhere to TWDC’s Core Values and Behaviours, always operating with integrity and professionalism.

Required Qualifications & Skills

• Proven experience in systems support, technical analysis or business systems within the travel industry or similar sectors.

• Familiarity with system sustainment or infrastructure upgrade processes.

• Experience working with second/third-party providers and external technology partners.

• Solid knowledge of issue tracking tools such as JIRA.

• Demonstrable experience in writing and managing technical documentation and specifications.

• Strong analytical and problem-solving skills, with the ability to recommend and deliver technical solutions.

• Excellent communication and relationship-building skills, with the ability to engage effectively with stakeholders at all levels.

• Ability to work independently or as part of a high-performing, collaborative team.

• Highly organised with the ability to manage multiple tasks and priorities simultaneously.

• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and video conferencing tools such as Zoom.

• Educated to degree level or equivalent experience desirable.

• Familiarity with the Disney brand and working within brand guidelines preferred.

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.