Manager, Technology Services and Support

Job Description

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

Disability accommodation for employment applications

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

The Walt Disney Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

The hiring range for this position in CA is $102,500.00 to $137,500.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

About The Walt Disney Studios:

For over 95 years, The Walt Disney Studios has been the foundation on which The Walt Disney Company was built. Today it brings quality movies, episodic storytelling, music, and stage plays to consumers throughout the world. The Walt Disney Studios encompasses a collection of respected film studios, including Disney, Walt Disney Animation Studios, Pixar Animation Studios, Marvel Studios, Lucasfilm, 20th Century Studios, and Searchlight Pictures. It is also home to Disney Theatrical Productions, producer of world-class stage shows.

This position is with Walt Disney Pictures, which is part of a business we call The Walt Disney Studios.

Walt Disney Pictures is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

Jobcode: Reference SBJ-gkjw18-18-221-74-36-42 in your application.