Technical Support Analyst II

As a key member of the Disney Entertainment and ESPN Product & Technology team, the Technical Support Analyst II plays a pivotal part in supporting global media production and distribution systems.

This role serves as the first touch of technical engagement, responsible for intake, triage, and resolution of incidents, issues, and service requests, while ensuring seamless collaboration with engineering teams.

The selected candidate will be able to leverage problem solving skills to execute the right runbooks to maintain service availability, as well as maintain accurate documentation across critical business applications, streaming workflows, and satellite/broadcast systems.

include:

• Serve as the initial technical point of contact for customer-reported issues, leveraging strong problem-solving skills to triage and resolve incidents efficiently
• Coordinate incident response, collaborating closely with engineering and support teams to ensure timely resolution of complex technical challenges
• Work with and effectively communicate with Software, Infrastructure, and/or Network Engineers during incidents about necessary solutions to drive issues to resolution
• Act as a technical liaison between customers, internal support teams, and product engineering to ensure alignment and transparency throughout the resolution process
• Monitor service‑health and communication channels (Datadog, BigPanda, Teams, email) and raise issues promptly to major incident management as necessary
• Document incidents thoroughly in ServiceNow and Jira; maintain ticket hygiene and ensure all fields are correctly filled out
• Participate in training programs to build and enhance technical acumen
• Review and update runbooks and technical documentation
• Mentor junior analysts and coordinate peer training and onboarding

The role oversees operational protocols and runbooks for supported workflows, systems, and applications to ensure high service availability and minimal disruptions.

An ideal candidate should have a solid technical background in IT, software, or production support – all with proven problem-solving experience.

This role requires swift incident detail gathering and analysis while providing problem-solving support.

The role requires the ability to work with internal and external teams and collaborators, knowing when to escalate to key engineering stakeholders to effectively resolve issues promptly.

The role requires an active role in incident management by ensuring thorough documentation and continual tracking of issues throughout the incident lifecycle.

This role is crucial in maintaining high service availability and minimizing disruptions.

The role also assists junior team members in handling and escalating complex incidents appropriately, as well as fulfilling requests utilizing internal runbooks.

• Serve as the main point of contact for handling all issues and requests reported by stakeholders.
• Efficiently capture incident details through phone calls, chat interviews or monitoring.
• Analyze incidents thoroughly using problem solving to understand their scope and impact. Work tickets, triage, and/or escalate as necessary.
• Collaborate with technical support teams, engineering, and media specialists to implement enhancements and optimize media delivery.

• Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed.
• Participate actively in incident management processes, documenting and managing incidents throughout their lifecycle.
• Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base.
• Assist in training junior members of the team.
• Develop and coordinate peer technical acumen training program.
• Review and update technical documentation and runbooks.
• Assist in the onboarding process, review documentation, coordinate training sessions.

• Monitor various service-health platforms and stakeholder communication platforms like Teams, Datadog, BigPanda, email, etc.
• Proactively identify and address potential issues or performance bottlenecks.

Minimum and preferred.

Inclusive of Licenses/Certs (include functional experience as well as behavioral attributes and/or leadership capabilities)

• 3+ years of experience in a 24x7 IT call center or helpdesk role
• Knowledge of ITSM tools such as ServiceNow, PagerDuty, and JIRA
• Hands-on experience fulfilling user service requests and leveraging problem solving skills to troubleshoot first-line technical issues, escalating to key engineering stakeholders as necessary
• Ability to work well under pressure and manage priorities with urgent deliverables
• Excellent communication and interpersonal skills for presenting needs, challenges, and solutions to teams, partners, and stakeholders
• Ability to deliver high-quality results in a heavy multitasking environment
• Experience leading peers as well as working with minimal supervision
• ITIL v3/v4 Foundation Certification

• Experience with observability tools such as Datadog, BigPanda, Conviva, Grafana, Splunk
• Familiarity with streaming media workflows, broadcast systems, and IT infrastructure
• Familiarity with Major Incident Management, Problem Management, Change Management

• Bachelor’s degree in computer science, information technology, or related field