Manager, Incident Management

About the Role & Team

Disney Direct to Consumer (DTC) includes premium streaming services with Hulu, a premium streaming service that offers premium originals, current season TV, a massive library of hit series and movies, and live television and Disney+ is the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars, Marvel, Pixar, Disney, and NatGeo. Our DTC team is looking for hardworking team-players to join the Viewer Experience team, who will thrive upon the legacy of Disney, Day-to-day leader for Incident Management Analysts and Hulu, embrace unconventional thinking, and who are passionate about contributing to The Walt Disney Company’s direct-to-consumer (DTC) experience through strategic hard work and determination.

What You Will Do

• Monitor and drive resolution of business-impacting incidents across the Viewer Experience ecosystem daily. 
• Provide regional and executive-level visibility to statuses of business-impacting issues in an easily consumable vernacular. 
• Function as the liaison and escalation point of contact for curated regional needs as related to incident management. 
• Identify, scope, and lead projects and initiatives from a perspective of continuous process improvement in the incident management purview. 
• Manage and mentor a team of 3+ direct reports to continually grow the acumen of the incident management team. 

Required Education, Experience/Skills/Training: 

• BA/BS or equivalent experience in a technical field desired
• 7+ years in incident management, critical issue engineering or similar technical operations field
• Experience leading teams in the Incident Management space 
• Experience managing a technically focused analyst team 
• Strong understanding of technical architecture for systems and the relationships of those systems with surrounding ecosystems.  
• Influence cross-dependent priorities to align with program-level technical goals.  
• Proven ability to deliver highly complex technical projects through ambiguous or limited requirements across the org
• Experience with issue and project tracking software such as JIRA 
• Skills in reporting data and analytics

Nice to Haves: 

•  Experience in streaming media and customer service environments preferred.

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.