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Service Management Analyst

Apply NowApply Later Job ID 10022535 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:

The Disney Technology Operations Center 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 Disney Technical Operations Center (DTOC) Analyst works as part of a team of Analysts on a 24x7 shift basis. Analysts are responsible for following documented procedures and scheduled tasks that underpin services provided by the DTOC. These services include:

  • “First Responder” on Monitoring Alerts and Incident Notifications

  • Level 1 Infrastructure Triage for Linux and/or Windows based server systems

  • Functional System Validation

  • IT Incident Conference Call Support and Documentation including preparation of official incident communications, blogging during events and rapid engagements / escalations of partner teams and suppliers

Responsibilities:

  • Confirm successful completion of critical application processed for production and other key environments

  • Perform initial triage of server infrastructure issues

  • Proactively monitor key business applications and services using system management tools and escalate as needed

  • Identify and escalate potential business impacting issues following documented work instructions

  • Provide active logging of activities that occur on bridge calls during significant IT Incidents

  • Create and manipulate reports based on tool generated data

  • Engage requested support resources from additional teams following documented procedures during conference calls for significant IT Incidents

  • Document and maintain common symptoms, incident recovery steps, and standard application activities in knowledge base

  • Execute connectivity and functionality tests for critical business applications and services

  • Complete ad hoc assignments per direction from the Service Availability Managers, the Senior Manager and/or the DTOC / GSO Executives 

Requirements:

  • Bachelor’s Degree in Computer Science or Engineering

  • 2 to 3 years experience in an IT Support Center, NOC, or Technical Operations Center

  • Demonstrated experience with service and event management tools

  • Solid understanding of a key IT infrastructure architecture technology (networking, database, servers, storage) and how it support Enterprise organizations

  • Identify and escalate potential business impacting issues following documented work instructions

  • Experience in rapid technical blogging

  • Typing and data entry proficiency of at least 45 WPM

  • Strong verbal and written communication skills

  • Demonstrated experience working with Service Management tools for Event, Incident and/or Problem Management

  • Experience in creating technical support documentation

Preferred Qualifications:

  • 5 + years experience in a high volume Enterprise Operations Center

  • Strong, demonstrable experience with a scripting or coding language (Auto Hot Key, VBA, JAVA) a plus

  • Experience with ServiceNow a plus

  • Experience with Orion, SiteScope, Keynote a plus

  • Solid knowledge of core protocols (DNS, DHCP, TCP/IP, HTTP/S, SNMP, etc.)

  • ITIL V3 Foundations or better a plus

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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