Technical Support Analyst I

Disney Entertainment and ESPN Product & Technology  

Technology is at the heart of Disney’s past, present, and future. Disney Entertainment and ESPN Product & Technology is a global organization of engineers, product developers, designers, technologists, data scientists, and more – all working to build and advance the technological backbone for Disney’s media business globally. 

The team marries technology with creativity to build world-class products, enhance storytelling, and drive velocity, innovation, and scalability for our businesses. We are Storytellers and Innovators. Creators and Builders. Entertainers and Engineers. We work with every part of The Walt Disney Company’s media portfolio to advance the technological foundation and consumer media touch points serving millions of people around the world.  

Here are a few reasons why we think you’d love working here: 

• Building the future of Disney’s media: Our Technologists are designing and building the products and platforms that will power our media, advertising, and distribution businesses for years to come. 

• Reach, Scale & Impact: More than ever, Disney’s technology and products serve as a signature doorway for fans' connections with the company’s brands and stories. Disney+. Hulu. ESPN. ABC. ABC News…and many more. These products and brands – and the unmatched stories, storytellers, and events they carry – matter to millions of people globally.  

• Innovation: We develop and implement groundbreaking products and techniques that shape industry norms and solve complex and distinctive technical problems. 

The Business Operations team helps guide and articulate technology strategy and research and is responsible for driving the day-to-day operation of the Product & Technology organization, including project and portfolio management and tracking; organization-level capital, space, and resource management and allocation; process management; technical incident management; and our administrative and workplace experience support team. 

Job Summary: 

The Technical Support Analyst I role is pivotal to Disney Entertainment and ESPN Product & Technology's global media production and distribution systems. This role focuses on incident intake, Tier‑1 triage, and request fulfillment, executing runbooks to maintain service availability and accurate documentation across critical business applications, streaming workflows, and satellite/broadcast systems. 
  

Key responsibilities include: 

• Serve as the first point of contact for support calls, tickets, and other intake requests 

• Resolve standard issues and fulfill requests by following documented procedures; escalate beyond scope swiftly 

• Closely monitor active incidents 

• Monitor service‑health and communication channels (Datadog, BigPanda, Teams, email) and raise issues promptly 

• 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 
    

The role performs operational protocols using runbooks for supported systems to ensure high service availability and minimal disruptions. An ideal applicant should possess a solid technical background in IT, software, or production support. 

This role demands swift incident detail gathering and analysis while providing Tier 1 troubleshooting support. Collaboration with higher tiers for specialized expertise is required. Active participation in incident management to ensure comprehensive documentation and lifecycle tracking for efficient issue resolution is vital. This role supports high service availability while minimizing disruptions across critical systems. 

Responsibilities and Duties of the Role: 

Incident Intake & Escalation 

• Serve as the main point of contact for handling incidents reported by stakeholders by capturing incident details through phone calls, chat, or monitoring. 

• Analyze incidents thoroughly to understand their scope and impact; work tickets, triage, and/or escalate as necessary. 

• Collaborate with technical support teams, engineering, and media specialists to ensure incidents are resolved quickly. 

Documentation, Incident Tracking and Reports, & Training 

• 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 tracking incidents throughout their lifecycle. 

• Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base. 

Monitoring 

• Monitor various service-health platforms and stakeholder communication platforms like Teams, Datadog, BigPanda, email, etc. 

• Proactively identify and address potential issues or performance bottlenecks. 

Required Education, Experience/Skills/Training: 

Basic Qualifications  

• Knowledge of ITSM tools such as ServiceNow, PagerDuty, and JIRA 

• Hands-on experience fulfilling user service requests and troubleshooting front-line technical issues 

• Ability to work well under pressure and manage priorities with urgent deliverables 

• Strong communication and interpersonal skills for effective stakeholder and peer interaction. 

Preferred Qualifications  

• 1+ years of experience in a 24x7 IT call center or helpdesk role 

• ITIL v3 or ITIL 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 

Required Education   

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