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Solutions Engineer II

Burbank, California, United States

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Job ID 792362BR Location Burbank, California, United States Business Disney Media & Entertainment Distribution Date posted May. 28, 2021

Job Summary:

As part of the Business Products team, the role will require service leadership to follow defined plans, execution and monitoring of all service support activities, in partnership with our internal stakeholders and external technology vendors. They will act as the primary liaison between business users and technical personnel, ensuring timely resolution of issues and escalation of critical business problems. This position will also be the subject matter expert (SME) for related business processes and will be accountable for identifying and mitigating risks to the service delivery and proactively addressing issues before they impact service levels. They will ensure the continual operational health of the applications by responding to technical support issues, driving continual service improvement and collaborating with other support and development teams to deliver on the Business Products mission.
Additionally the role will provide out of business hours, weekend and public holiday on call support on a rotational basis as agreed in advance.

This position can be based in Disney's corporate offices in Seattle, Burbank, New York, Bristol, CT or other corporate offices. Remote work will also be considered.

Responsibilities:

  • Focus on major areas of work, typically 20% or more of role
  • Own communication to product end users, including feature release notes, project-specific updates, and other general announcements
  • Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. If no solution is available, would escalate incidents to core engineering or vendor team
  • Monitor service performance and recommend areas of focus for continuous improvement initiatives
  • Perform onboarding of new users and also conduct targeted trainings for new features
  • Be a platform expert that can perform gap analysis on customer requests, documenting and sending requirements to Product and Engineering for system improvements
  • Translate highly complex business and technical concepts into digestible information that can be presented to a variety of levels

Basic Qualifications:

  • Minimum 2 years practical experience working on expansive Enterprise Platforms, including Content, Asset, and Metadata Management, Content Ingestion and Distribution, and Video Pipelines.

  • Understanding of Agile/Scrum/Kanban methodologies and practical experience working in cross-functional feature development and/or support engineering teams.

  • Strong communication skills, with a bent towards customer service, and an ability to navigate both internal and external stakeholders.

  • An experienced writer, whose style can range from operational guides to formal announcements to engaging updates.

  • Energetic self-starter with a logical approach to problem solving and a technical aptitude.

  • Be conversant in modern technical concepts and engineering practices in order to participate in detailed story discussions or feature scoping.

  • Knowledge of application monitoring and performance management tools such as HP Openview, Nagios, Catchpoint, Datadog, New Relic, App Dynamics, etc.

  • Enthusiastic about helping people, solving problems, and championing products.

About Disney Media & Entertainment Distribution:

Comprised of the Company’s international business units and various direct-to-consumer streaming services, Disney Media & Entertainment Distribution (DMED) aligns technology, media distribution and advertising sales into a single business segment to create and deliver personalized entertainment experiences to consumers around the world.

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 with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. 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 Disney Streaming Technology LLC, which is part of a business segment we call Disney Media & Entertainment Distribution.

Disney Streaming Technology LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status or any other basis prohibited by federal, state or local law. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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