Solutions Engineer II
The Walt Disney Company20 hours ago
Bengaluru, IndiaMid Level
Responsibilities
- Serve as the initial technical point of contact for Hypercare issues and stakeholder requests.
- Triage, analyze, document, and escalate technical incidents and service requests.
- Coordinate incident response, software deployments, release milestones, and operational checklists.
- Develop Hypercare event plans and align requirements, resources, roles, and responsibilities across teams.
- Monitor service-health and communication channels and escalate major incidents when necessary.
- Maintain incident records, ticket hygiene, runbooks, and technical documentation.
- Collaborate with software, infrastructure, network, support, product, and media teams to resolve issues and optimize media delivery.
- Support onboarding and training and mentor junior analysts.
Requirements
- At least 3 years of experience in a 24x7 IT call center or helpdesk role.
- Bachelor’s degree in computer science, information technology, or a related field.
- Knowledge of ITSM tools such as ServiceNow, PagerDuty, and JIRA.
- Hands-on experience fulfilling user service requests, troubleshooting first-line technical issues, and escalating to engineering stakeholders.
- Ability to manage urgent deliverables, multitask effectively, and work well under pressure.
- Strong communication and interpersonal skills for working with teams, partners, and stakeholders.
- Experience leading peers and working with minimal supervision.
- Preferred experience with Datadog, BigPanda, Conviva, Grafana, or Splunk.
- Familiarity with streaming media workflows, broadcast systems, IT infrastructure, and Major Incident, Problem, and Change Management.
Tech Stack
DatadogGrafanaSplunk
Categories
Solutions Engineering
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.