About the Role & Team

The Technical Services and Systems Engineering (TSaSe) team works directly with the engineering and architecture teams to design, build, implement and support the critical Production Systems and Applications supporting the Walt Disney Studios (WDS).  These systems and applications directly impact WDS ability to deliver the high-quality products through all stages of the movie making process. 

As part of the Walt Disney Studios Technology team you’ll be joining a group of seasoned, dedicated technologists solving a range of interesting problems in innovative ways in an exciting and dynamic environment. We’re looking for a passionate leader who will manage front-line end-user support for Disney Motion pictures and Corporate as a part of the Technical Services and System Engineering (TSaSE) team. The TSaSE team works directly with the engineering and architecture teams to design, build, implement and support critical Production Systems and Applications. These systems and applications directly impact WDS ability to deliver the high-quality products through all stages of the movie making process!

What You Will Do

• Direct management of production support analysts who provide front-line end-user support for Disney Motion Pictures.  This includes but is not limited to business office computers and systems, Studio based tools and processes, PC and Mac client (desktop/laptop) computers and software, printers, e-mail, Remote Access, and connectivity, etc.  In addition, will provide front-line support for storage as well as assist in front-line support for the Studio’s production network (SPN) as it pertains to Marvel Studios.  

• Directly manage front-line end user support for Disney Studios executives by the technical support engineer team (TSE).  

• Direct management of front-line Tech Support to any potential shared off-site operations (i.e. Disney Productions Show support, cloud computing, off-site computer centers for disaster recovery and archival, etc.)  

• Establish, deploy and oversee self-help and on-line training methodologies pertaining to Production Support but in conjunction with an overarching strategy in support of WDS, to enable users to easily assimilate and navigate end-user platform changes.  

• Work with 3rd party vendors, Studio Technology teams, and the Program Office to ensure timely support as it pertains to Studio Technology 

• Participate in the designing of the overall SLA paradigms for the Technical Services and Support arm of Walt Disney Studios. 

• Assist in redesigning, process definition, and implementation of Technical Services and Support across the entire Studio to ensure seamless integration with Studio Technology and DTSS.  

Required Qualifications & Skills

• Bachelors Degree and/or equivalent experience

• 8+ years in technical support, engineering or computer systems including 1+ years management/leadership experience

• Knowledge of Production support SLA’s and tiered support methodologies

• Experience handling and customizing data transportation tools like Signiant, Aspera etc.

• Knowledge of cloud solutions (Onedrive, Box, Gsuite, AWS, Azure)

• Knowledge in Data storage and data protection technologies

• Background in large scale storage backup, disaster recovery, business resumption and load balancing techniques

Preferred Qualifications

• A seasoned and experienced professional, preferably from a technical support environment associated with production or post production, able to comfortably oversee highly complex and high-end technical support teams 

• Highly self-directed, being able to both manage and (re)prioritize the multiple concurrent and competing challenges, issues, ambiguities, and contradictions that, inevitably, occur when supporting production 

• Familiarity with security protocols and practices 

• A team-building leader with good interpersonal, verbal and relationship building skills 

Disney Remote Jobs (No Degree, Part/Full Time, Customer Support) - Entry Level