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Problem Management Analyst

Apply NowApply Later Job ID 10023598 Location Singapore, Singapore Business The Walt Disney Company (Corporate) Date posted Sep. 21, 2022 Flex Type Hybrid

- This role is considered hybrid, which means the employee will work a portion of their time on-site from a Company designated location and the remainder of their time remotely.

Job Summary:

STRATEGIC DEPARTMENT WITHIN ENTERPRISE TECHNOLOGY

The Disney Technology Operations Center (DTOC) is a 24x7x365 service operation center that provides application and system management services to all business segments of The Walt Disney Company. We are accountable for identifying and facilitating the resolution of service impacting events, and collaborate with Service Availability to prevent future impact through proactive problem analysis. We drive the execution of the major incident process including communication to executives and key stakeholders. We own and execute the IT Crisis Management process and are responsible for maturing and supporting the IT crisis management plan and its integration into the overall crisis management program.
The Problem Management Analyst provides a crucial role in ensuring that risks to critical services are identified, triaged, and mitigated to the fullest extent possible. The Problem Management Analyst will work with engineers and analysts at all levels, interacting with computer and software engineers, quality control specialists, infrastructure service leads, segment technologists, executive leadership, and others to ensure service availability, increase efficiency, and establish best practices for the execution and continuous improvement of the Problem Management processes within the DTOC.
Additionally, this position will drive service improvement initiatives through proactive monitoring and enhancement actions from identified risks through analytics and problem management. The Problem Management Analyst is an active member of the service team focused on operations, ensuring the sustainability of operations by contributing to the development, testing, and evaluation of services supported.
 

Technology Focus:

  • Seasoned technologist who will identify technology and execution challenges in solutions and products offered by Architecture and Engineering teams as well as outside vendors and OEMs.

  • Carries and maintains a relevant and up-to-date skill set in the areas of x86 hardware technology, Windows, Linux, RISC operating systems, P-Series hardware, SAN, NAS and data protection technologies.

  • Must have a working knowledge of relevant WAN/LAN technologies, wireless infrastructure, DNS/DHCP, Load-Balancers, WAN Accelerators, Telephony and other network technologies.

  • Must have a solid understanding of Internet technologies and availability strategies for digital platforms.

Responsibilities:

  • Drive the efficiency and effectiveness of the Problem Management process, guiding root cause analysis, workaround identification, and solution implementation activities

  • Facilitate discussions with technical engineers and leadership teams to review post-incident findings and track ongoing Problem Management efforts & deliverables

  • Partner with suppliers to ensure third parties fulfill their contractual obligations with regard to response, diagnosis, resolution and providing RCA-related information and data

  • Identify service improvement opportunities through trend analysis, proactive techniques, and after-action reviews

  • Elevate critical service gaps proactively with leadership

  • Participate in creating, maintaining, and regularly reviewing department procedures, operational readiness plans and posture, aimed at improving the overall availability of IT services and infrastructure components, to ensure that existing and future business availability requirements can be met.

  • Ensure the DTOC is effectively monitoring available tools and systems for high availability and swift response to potential and actual outage situations

  • Ensure the accuracy of service data within the system of record to establish reliable trends, track team responsiveness, and create deliverables for executive leadership consumption

Requirements:

  • 2+ years experience supporting converged infrastructure stacks, including: application, compute, storage and networking

  • 2+ years of experience in either a large IT shared services organization or outsourced environment

  • Ability to work under pressure, meet internal and external work schedules and or deadlines and show effective time and crisis management skills

  • Experience with hands-on support of cloud operations with one or more: AWS, Google Cloud or Azure

  • Experience supporting diverse portfolios, multiple business applications and IT services

  • Demonstrated experience in systems integration, application infrastructure support and middleware operations.

  • Proven experience and understanding of root cause analysis techniques

  • Proven ability to be detail, deadline, and results-oriented

  • Ability to manage competing priorities and workflow

  • Comfortable working within a highly matrixed organization

  • Expertise in supporting large-scale environments in a diverse culture

  • Demonstrated attentiveness to detail, strong partnering skills, proactive problem-solving, and decision making skills

  • Demonstrated ability to delivery work on time

Preferred Qualifications:

  • ITIL v3 Certification Preferred

  • Kepner-Tregoe highly desired

  • Experience in enterprise scale IT departments highly desired

  • Current or previous technical designations in operating systems, virtualization or hardware platforms will be helpful

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.
We are taking a responsible approach to creating environments that allow us to do what we do best – entertain and inform millions around the world. As part of our commitment to health and safety, COVID-19 vaccines are required for all newly hired employees in Singapore.
#LI-DNI

About The Walt Disney Company (Corporate):

At Disney Corporate you can see how the businesses behind the Company’s powerful brands come together to create the most innovative, far-reaching and admired entertainment company in the world. As a member of a corporate team, you’ll work with world-class leaders driving the strategies that keep The Walt Disney Company at the leading edge of entertainment. See and be seen by other innovative thinkers as you enable the greatest storytellers in the world to create memories for millions of families around the globe.

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 The Walt Disney Company (Southeast Asia), which is part of a business we call The Walt Disney Company (Corporate).

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