Sr. Manager, Disney Technology Operations Center

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Disney Technology Solutions & Services (DTSS) is responsible for technology strategy and management, central engineering, architecture, IT and technical operations for The Walt Disney Company including virtual worlds, flagship Web sites , Disney , and . DTSS provides services in both platform engineering and web operations. Platform engineering includes Content Management Systems, UGC Enforcement Platform, E-commerce, Video Distribution Technology, Registration, Advertising Systems and Data Warehouse & Reporting. The DTSS web operations teams focus on Servers & Hosting and Network Connectivity. DTSS teams are located in Seattle, Bristol, N. Hollywood, Glendale, New York, Burbank, and Orlando.
The Sr. Manager, Disney Technology Operation Center is responsible for leading the team of 24x7x365 technical analysts and engineers who accomplish the DTOC mission through event and incident response, proactive monitoring, effective change management execution, and overall technical excellence. The Sr. Manager is responsible for the design, execution and continuous improvement of the technical support processes within the DTOC. This includes:
? Ensuring processes and resources exist in order to effectively manage the request, change and incident processes across multiple technology disciplines
? Ensure that availability achievements meet or exceed targets and, where they do not, assist with the diagnosis and resolution of related incidents and problems, and make recommendations on technology improvements
? Ensure ongoing monitoring, support and maintenance of infrastructure which are foundational to the breadth of the DTSS services
In addition to the functional responsibilities, the Sr. Manager has responsibility to implement and maintain a high performing team. This includes working with contract and service provider resources, along with Disney Cast Members, therefore it is important to understand the different approaches required to lead, motivate and manage direct hire, contractor, and managed services resources.
Strategy ? Key contributor into the development of the Service Operation Strategy and contributor into supporting organizational strategies. ? Accountable for developing and socializing solution and process based strategies for functions within defined roles and responsibilities. ? Accountable for aligning organizational strategies for their organization with those of peer organizations. ? Responsible for influencing the strategies of peer organizations ensuring that their strategic plans are enabled through defined partnership amongst peer organizations. ? Participate in the development and governance of contracts, service level agreements, and policies for third party suppliers; focusing on areas related to the DTOC. ? Ensure that all new services are designed to deliver the levels of availability required by the business, and validate the final service design to meet operational needs of the DTOC to ensure excellent service delivery. Process ? Process design thought leader responsible for developing and evolving operational procedures, KPIs and other key operational benchmarks. Examine & document existing processes, evaluate them within the context of organizational goals and propose changes or enhancements to help achieve those goals. ? Identify areas in need of process documentation and work with the teams to create, document and train the process. ? Accountable for development of operational run-books based on industry best practices for improving event management and service interruption resolution. ? Provide leadership to analysts and team leaders to quickly resolve high priority, impactful issues throughout the process lifecycle. ? Determine how operational results will be tested and measured. Accountable for creating and managing the on-going measurement of processes. ? Identify the need for process improvement plans, create and socialize plans, and manage the execution of the improvement plan. Communicate the results of the improvement plan. ? Act as the management liaison between stakeholders and the DTOC. Write detailed and clear functional/technical requirements for DTOC engagement and interaction, ensuring stakeholders clearly understand how to engage DTOC services. ? Understands information reporting needs, and create relevant reports that demonstrate the value of the DTOC. ? Remain engaged with leaders of operational areas to ensure the DTOC processes are up-to-date, relevant and actively used in the overall service delivery model. ? Maintain knowledge of industry best practices regarding operations management. People Management and Leadership ? Manage, both directly and indirectly, the technical operations of a 24x7 operations center. ? Lead, coach and motivate team members on a proactive basis. ? Ensure all DTOC team members have clearly defined roles and expectations; hold team members accountable for actions resulting quality of work. ? Accountable for management of task scheduling and management of the shift rotations required to perform a 24x7x365 service. ? Lead the performance planning and evaluation process for any Cast Member DTOC team members. Accountable for establishing departmental training plans to address needs, and manage performance improvement as required. ? Work with staffing partners to ensure the proper level of performance is obtained from contract resources; work with service provider partner to ensure the proper level of performance and value is obtained from contracted services. Understand the different approaches required to lead, motivate and manage direct hire, contractor, and managed services resources. ? Act as a mediator between stakeholders, leadership team, and DTOC team members. Understand and communicate the overall department strategy and how the DTOC helps enable this strategy. Technology ? As a consumer of event management and service management technology solutions, influence peer organizations to enable the DTOC with appropriate tools and solutions to
? 10+ years of management experience, with at least 3-5 years of managing high-level technical teams
? 3-5 years of managing and developing other managers.
? 1-3 years of managing large teams (20 - 40 individuals), in virtual geographically dispersed teams.
? 10+ years of experience in technology related fields, with at least 5 years of experience in operationally focused positions.
? 3-5 years of supporting enterprise level, mission critical systems.
? 3+ years of process design and delivery experience within a 24x7x365 support function
? 3+ years of experience in either a large IT shared services organization or outsourced environment, including experience with an IT Service Management solutions (especially Incident, Change, Request, and Event) and associated processes
? Exceptional communication and people management skills are a must
? Demonstrated ability to communicate effectively at a variety of levels and to communicate intricate technical and procedural matters to both technical and non-technical personnel. Ability to communicate and multi-task under pressure.
? Must have prior experience with relevant WAN/LAN technologies, server virtualization, Unix/Wintel hosting, storage, security technologies, and databases.
? Must have prior experience with troubleshooting methodologies.
? 3-5 years demonstrable experience managing technical staff across multiple technology domains; this should include deep expertise in at least two domains, as well as working knowledge and experience in how all these technology areas interact.
? Solid understanding of available and emerging IT technologies
? Good understanding of how IT technology supports the Enterprise and the Business Segments
? ITIL Foundations V2 or higher
Additional Qualifications
? Experience standing up a new or re-organized integrated operations center
? Previous or Current Technical Certifications are a plus: EMC, VMWare, RedHat, Cisco, Juniper, F5
? ITIL V3 Expert Certified
? Kepner-Tregoe Practitioner or equivalent
? PMI Project Management Professional

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