Service Availability Leader

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.