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Senior Incident Manager

Apply Now Job ID 485557BR Location Lake Buena Vista, Florida, United States; Orlando, Florida, United States Business Disney Parks & Resorts Date posted 09/13/2017
The Senior Incident Manager would be part of the Application Operations Engineering team and will drive incident resolution and lead ongoing stability efforts with the purpose of improving the availability of critical systems. If high priority incidents occur in production, this individual would manage resolution efforts, drive root cause analysis and ensure the implementation of permanent fix in production environment. This resource will provide IT Service Management best practices according to the ITIL framework. This individual will provide leadership to various technical teams to guide them in their efforts during the Incident and Problem Management phases of the Service Management Lifecycle.

Responsibilities

  • This role is responsible for decisions related to prioritization and escalation of production events & incidents, technical & business communication on impairments, production service change approval, problem management validation & continuous improvement scoping & prioritization.
  • The Incident Availability Manager function for Walt Disney Parks & Resorts Technology includes On-line/eCommerce, Mobile, Transaction Processing Systems, and in-Park and Experience Systems.
  • Own the event & incident management process, prioritizing (with business stakeholders), and ensuring the most critical issues are addressed timely and successfully restored.
  • Drive complex technical problems where analysis of situation requires in-depth evaluation & technical knowledge of all areas driving restoration of service with support teams.
  • Serve as a consultant and mediator for technical challenges.
  • Effective communication of issues to engineers & leadership within support teams, and resolutions or work-around to the customer as appropriate.
  • Serve as final change approver for all high-risk changes to ensure protection of & stability to the production environment.
  • Own Problem Management validation of known error resolution & final validation – protecting the production environment.
  • Own Continuous Improvement efforts & partnering with all delivery teams to ensure the segment remains focused on the work necessary to harden our production services.
  • Partner with the business-liaison function for WDP&R Technology, ensuring rapid response and escalation of technology incidents and impairments.

Basic Qualifications

  • 5+ years of relevant experience in Technology, IT/IS.
  • Demonstrated experience leading active incident resolution efforts as well as root cause analysis.
  • Demonstrated experience in customer support for enterprise-scale technology solutions.
  • Demonstrated expertise in leading triage & integration functions on enterprise-scale solutions.
  • Demonstrated experience in delivering results in a multi-sourced vendor environment, with delivery partners on & off-shore.
  • Ability to drive change through innovation & process improvement
  • Demonstrated mastery of IT Service Management processes.
  • Ability to communicate to executive audiences, and deliver results through influence.
  • Certification in ITIL, Lean, or Six Sigma
  • Technology experience in the hospitality/travel industry.
  • Expert Certification in ITIL
  • Demonstrated knowledge of web-based application development and architecture as well as enterprise level infrastructure
  • Project management certification or demonstrated experiencing leading small-mid sized projects

Preferred Qualifications

  • Expert Certification in ITIL
  • Six Sigma Certification

Company Overview

“It takes people to make the dream a reality.” Walt was on to something when he said that, and it continues to ring true today. No matter the stage in your career, being part of Walt Disney Parks & Resorts means being a part of a team where you help bring innovation to life through unsurpassed products, services and most importantly remarkable experiences. As a Cast Member, you are the steward and connection to our legacy and the backbone of our thriving innovations. Join our team and watch your dreams come true.

Additional Information

This position is with the legal entity of Walt Disney Attractions Technology LLC, an equal opportunity employer.
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