Solutions Engineer II
The Walt Disney Company20 hours ago
Bengaluru, IndiaMid Level
Responsibilities
- Fulfill service requests within SLA timelines and troubleshoot front-line technical issues.
- Monitor system health using DataDog, Conviva, Grafana, Splunk, BigPanda, and similar observability tools.
- Maintain runbooks, intake procedures, and request fulfillment workflows.
- Respond to monitoring alerts, inquiries, and automated reports; assess severity and log incidents in ServiceNow or JIRA.
- Perform initial incident triage and engage the appropriate support resources to resolve issues quickly.
- Coordinate with Software, Infrastructure, and Network Engineers during incidents.
- Lead high-priority incidents as Incident Commander and coordinate resolution efforts.
- Deliver concise, timely stakeholder communications during active incidents.
- Maintain accurate incident records and participate in Major Incident Problem Management reviews.
Requirements
- At least 5 years of experience in a 24x7 IT call center or helpdesk role, including at least 2 years in a 24x7 IT Major Incident, Problem, or Change Management role.
- Hands-on experience with ServiceNow, PagerDuty, and JIRA, including service request fulfillment and front-line technical troubleshooting.
- Ability to lead high-pressure, mission-critical incidents and work with minimal supervision.
- Strong organizational, analytical, multitasking, and communication skills.
- ITIL v3 or ITIL v4 Foundation Certification.
- Experience with DataDog, BigPanda, Conviva, Grafana, and Splunk.
- Bachelor’s degree in computer science, information technology, or a related field.
- Preferred familiarity with streaming media workflows, broadcast systems, IT infrastructure, technical or cloud certifications such as AWS or Azure, Problem or Change Management processes, and reliability and resiliency practices.
About The Walt Disney Company
The Walt Disney Company is a diversified entertainment business that produces films and television, operates theme parks and resorts, and runs streaming services including Disney+, Hulu, and ESPN+. It earns revenue from subscriptions and advertising, theatrical distribution, licensing and merchandise, and park admissions and experiences. Founded in 1923 and headquartered in Burbank, California, Disney owns brands such as Pixar, Marvel, Lucasfilm, and 20th Century Studios and serves audiences worldwide.