Service Availability Leader

工作 ID 10115527 地點布埃纳文图拉湖, 佛罗里达州, 美國 有意工作的公司 The Walt Disney Company (Corporate) 日期已公佈 Mar. 20, 2025

申請

工作概要:

The Disney Technology Operations Center (DTOC) is a 24x7x365 mission critical services operation center responsible for Global service availability for The Walt Disney Company (TWDC), with primary focus to rapidly respond to, correlate for, mitigate/reduce, and resolve impact of planned/unplanned outages across the company. 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 Service Availability Leader is responsible for the end-to-end reliability and operations of Enterprise IT services. Working with Engineers and Business Leadership across all levels, the Service Availability Leader interacts with network and software engineers, quality control specialists, infrastructure service leads, segment technologists, and other business leaders across all segments of TWDC 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.

Responsibilities:

Customer Engagement

Proactively cultivates relationships with segment partners to ensure service availability. Candidate should have experience fostering trust and brand growth and be able to present what worked well, and lessons learned.
Proactively develops a comprehensive understanding of the customer's business and technology needs and priorities. Finds opportunities to drive optimizations and new technology solutions to drive down outage times, or reduce detection, and mobilization during major incidents. Candidate must be skilled in presenting solutions and ideas based on customer insights. Also advocates with Client engagement teams, and internal engineering teams on behalf of the customer internally, ensuring any incident/event management needs of service owners are being addressed.
Supports incident/event management through technology innovation, always looking for efficiencies to drive successful outcomes and create business value for customers directly from DTOC. Proactively involves corporate resources and engages cross-industry resources to help drive customer incident operations. Ensures line-of-business wins are captured as reference for scale through insightful listening.

Service Management

Leads multiple, diverse, and high-performing teams and coordinates with internal industry experts to carry out Enterprise Technology incident, event, and observability planning and execution for various segment customers. Coordinates with industry experts to identify new opportunities and drive service availability. Identifies initial stakeholders, customer needs, and customer priorities. Leverages service expertise to set action items and approach to drive new business opportunities, and new internal DTOC processes based on customer strategy and priorities.
Thinks strategically about current process and procedure planning, and way forward for our customers, setting incident management, and observability standards and priorities, outlining where to and how to invest resources to better ensure service availability.
Leads planning and prioritization efforts to anticipate and ensure appropriate responses to segment incident observability needs. Leads virtual teams to properly re-adjust process and observability priorities, reduces complexity for the customer and for internal teams by prioritizing the most strategic partners to deliver outcomes.

Actively seeks customer feedback (both formal and informal) regarding ways to identify and understand the drivers of satisfaction and/or dissatisfaction. Helps in the creation of long-term strategies aimed at maintaining high customer satisfaction. Orchestrates others to anticipate issues/risks on customer satisfaction, determine the root cause of problems, remove blockers, and establish recovery action plan to improve customer's overall experience. Leverages key executive relationships to build trust with the customer organization.
Positions oneself as a thought leader and trusted advisor internally and externally to executive-level business decision makers to lead extended virtual teams and key stakeholders with deep industry experience (e.g., customers' sponsors) to build relationships with decision maker partners.
Ensure the DTOC is effectively monitoring, receiving automated alerts via 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.
Engages decision makers to clearly articulate DTOC’s aligned to customer's business objectives. Develops plans to offer more targeted solutions that satisfy customers' key performance indicators (KPIs) and align the right partner solution for customer industry needs.
Creates and delivers compelling, value-proposition presentations and specialized business plans for customers. Also, coach’s others on how to tailor industry-specific presentations.

Qualifications:

BS in Computer Science, Engineering or IT systems or related technical discipline. Equivalent work experience would be considered in lieu of degree.
5 years experience supporting Enterprise IT infrastructure and Cloud environments
Must be able to work on-site in Orlando, FL reporting Monday-Friday.
Must be able to participate in on-call rotation supporting 24x7x365 operations.
Experience leading technical recovery of major incidents for Fortune 500 organization preferred.
Experience working in a 24x7 IT operations environment.

申請

關於The Walt Disney Company (Corporate):

在 The Walt Disney Company (Corporate)，你會看到公司強大品牌背後各業務如何融會交流，建構出全球最創新、影響深遠和備受尊崇的娛樂公司。作為企業團隊的一份子，你將會與推動策略以讓The Walt Disney Company穩佔娛樂界頂尖地位的世界精英領袖一同工作。與其他具有創新精神的思想家惺惺相惜，同時讓這個世界上最偉大的故事敍述家為全球各地千百萬家庭締造回憶。

關於 The Walt Disney Company:

Walt Disney Company 連同其子公司和聯營公司，是領先的多元化國際家庭娛樂和媒體企業，其業務主要涉及三個範疇：Disney Entertainment、ESPN 及 Disney Experiences。Disney 在 1920 年代的起步之初，只是一間卡通工作室，至今已成為娛樂界的翹楚，並昂然堅守傳承，繼續為家庭中每位成員創造世界一流的故事與體驗。Disney 的故事、人物與體驗傳遍世界每個角落，深入人心。我們在 40 多個國家/地區營運業務，僱員及演藝人員攜手協力，創造全球和當地人們都珍愛的娛樂體驗。

這個職位隸屬於 Disney Worldwide Services, Inc.，其所屬的業務部門是 The Walt Disney Company (Corporate)。

Disney Worldwide Services, Inc. 是提供平等就業機會的僱主。求職者都會獲得聘僱考量的機會，不分種族、宗教、膚色、生理性別、性傾向、社會性別、性別認同、性別表達、原國籍、血統、年齡、婚姻狀態、軍人或退伍軍人身份、醫療狀況、遺傳資訊或殘疾狀況、或者聯邦、州級或地方法律所禁止的其他任何基本特徵。Disney 提倡讓所有人的想法和決策都有助我們發展、創新、創造最好故事的商業環境，並與瞬息萬變的世界息息相關。

就業申請的殘疾便利安排

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.

遇到技術問題？查看常見問題以尋求協助。