The Disney Technology Operations Command Center (DTOC) is a 24x7x365 mission-critical services operation center responsible for service availability, with primary focus to rapidly respond to, correlate for, and reduce impact of outages. We are accountable for identifying and facilitating the resolution of service impacting events, and collaborating with other technology teams to prevent future impact through proactive event management, incident and problem analysis. The DTOC drives the execution of the major incident process including communication to executives and key stakeholders. The DTOC owns and executes the IT Emergency Operations Center Crisis Management plan and process, with responsibility for maturing the plan and its integration into the overall Corporate Crisis Management and TWDC programs. The DTOC also provides ongoing first and second-level technical support of requests, performs validation procedures for routine system/service checks, and fulfills proactive monitoring with communication for HyperCare of significant business events.
The SRO Engineer will provide operational oversight and technical leadership and is responsible for monitoring, identifying, and coordinating with other technologists across segments to fine-tune system operations rallying to resolve service interruptions. This role is responsible for the end-to-end reliability and operations of IT services and performing consultations and training to other clients and segments within TWDC.
The SRO Engineer will examine IT systems for defects and communicate maintenance schedules and critical events across the company.
Working with Engineers and Analysts at all levels and the SRO will interact with computer and software engineers, quality control specialists, infrastructure service leads, segment technologists, and others to ensure service availability, increase efficiency, and establish best practices for the execution and continuous improvement of the Event, Incident, Major Incident, Crisis Management, Hypercare execution, and Problem Management processes within the DTOC.
Additionally this position will drive service improvement initiatives through proactive monitoring and enhancement actions from gaps identified through analytics and problem management. The SRO engineer is an active member of the DTOC service team focused on Operations, but ensuring the operations sustainability by contributing to the development, testing, and evaluation of services supported.
Leverage partnerships with the Business, Customer base and the Suppliers to successfully deliver services to meet agreed upon expectations. Provides 24x7x365 first point-of-contact for centralized incident response and recovery that consistently and reliably triages reported or automated incidents, applies recovery procedures, and engages domain experts to restore steady-state operations; provides all core services on a priority basis and with dedicated support to ensure the success of critical events.
Technology Focus
- Carries and maintains a relevant and up to date skill set in the areas of x86 hardware technology, Windows, Linux, RISC operating systems, P-Series hardware, SAN, NAS and data protection technologies.
- Must have a working knowledge of relevant WAN/LAN technologies, wireless infrastructure, DNS/DHCP, Load-Balancers, WAN Accelerators, and other network technologies.
- Implement and maintain technology observability and alerting solutions to provide real-time insights into system health, performance, and compliance.
- Establish and maintain service technology level objectives (SLOs) and service level indicators (SLIs) for critical enterprise services.
- Monitor and manage the performance and availability of enterprise applications, systems, and infrastructure, ensuring they meet or exceed established service level objectives (SLOs).
- Proactively identify, diagnose, troubleshoot, and resolve infrastructure, application, and IT operations issues in collaboration with other IT support teams.
- Develop, implement, and maintain automation tools and scripts to improve the efficiency and reliability of IT operations and infrastructure.
- Seasoned technologist whom will identify technology and operational challenges in solutions and products offered by Architecture and Engineering teams as well as outside vendors and OEMs.
- In partnership and cooperation with the architecture and engineering teams - ensures that products currently in ideation and development are being engineered with long term operational sustainment goals in mind.
- Must have a solid understanding of Internet technologies and availability strategies for digital platforms.
- Must be familiar with complex network topics and availability approaches in an effort to drive performance from all network operations center functions.
Responsibilities
- Drive the efficiency and effectiveness of the Event, Incident, Major Incident, Request Fulfillment and Problem Management processes
- Experience in enterprise IT operations, including system administration, application platforms, infrastructure, networking fundamentals, and IT service management.
- Strong understanding of Windows, Linux/Unix operating systems, networking platforms & concepts.
- Proficiency in one or more scripting languages (e.g., Python, Bash, Ruby) and automation tools (e.g., Python, PowerShell).
- Solid understanding of observability, monitoring and alerting tools (e.g., Splunk, New Relic, Grafana, ELK Stack, Datadog).
- Familiarity with modern operations support methodologies and practices, such as Site Reliability Engineering (SRE).
- Strong technology problem-solving and analytical skills, with the ability to quickly diagnose and resolve complex technical issues.
- Excellent communication and collaboration skills, with the ability to work effectively in cross-functional teams.
- Identify service improvement opportunities through trend analysis, proactive techniques, and after-action reviews
- Analyze and publish operational utilization and service performance metrics regularly
- Identify and drive service availability improvement opportunities by executing leading practices
- Ensure that all DTOC services are designed to deliver the levels of availability required by the business, and validate of the final design to meet the minimum levels of availability as agreed by the business for IT services
- Elevate any service gaps proactively with leadership.
- Participate in creating, maintaining, and regularly reviewing department procedures, operational readiness plans and posture, aimed at improving the overall availability of IT services and infrastructure components, to ensure that existing and future business availability requirements can be met. This includes compiling daily operational reports and facilitation of operational readiness calls.
- Ensure the DTOC is effectively monitoring available tools and systems for high availability and swift response to potential and actual outage situations.
- Perform as the incident commander on service outage calls, orchestrating recovery activities of DTOC and other technology teams to drive fast restoration of service without added risk to the organization, providing command and control of the call
- Effectively apply Incident Analysis and Problem Analysis technique during an incident and post-incident and ensure staff apply the same
- During outage situations consistently provide Situation Reports in a timely fashion, ensure work streams toward resolution are clearly articulated following department procedures, and business impacts are obtained and all communicated
- Manage and provide the technical direction of the team to ensure 100% on-site coverage required to effectively support incidents, service requests, proactive health checks and HyperCare services
- Perform DR/BCP activities for critical events and emergency onsite response.
Strategy
- Responsible for influencing and socializing DTOC solutions, practices, roles, responsibilities, and processes
- Responsible for influencing and socializing Operational service gaps to Engineering for capability enhancements.
- Participate in creating, maintaining, and regular reviews targeting the overall readiness of services for existing and future business needs, including Operational Readiness Reviews (ORR)
- Contribute to the development and sustainment of an enterprise level incident, event, and availability management strategy
- Participate in the development and governance of service level agreements.
Qualifications :
BA/BS in Computer Science, Engineering or related field. Equivalent work experience within large IT Operations organizations would be considered in lieu of degree.
Master's in IT Systems or Business Administration (MBA) or MS in technical discipline.
Work Experience:
- 5+ years experience supporting converged infrastructure stacks, including: application, compute, storage and networking
- 5+ years leading incident recovery with multi-disciplined geographically dispersed teams in a Fortune 500 organization
- 3+ years of experience in either a large IT shared services organization or outsourced environment
- Experience leading technical recovery of major incidents for Fortune 500 organization
- Experience with hands-on support of cloud operations with one or more: AWS, Google Cloud or Azure
- Experience supporting diverse portfolios, multiple business applications and IT services
- Experience working in a 24x7 IT operations environment.
- Demonstrated experience with Service and Event Management tools.
- Demonstrated experience in systems integration, application infrastructure support and middleware operations.
- Demonstrates management skills, both from a resource management perspective and from the overall control of a process
- Proven experience and understanding of root cause analysis techniques
- Proven ability to be detail, deadline, and results-oriented
- Strong leadership skills with the ability to motivate and encourage others
- Ability to manage competing priorities and workflow
- Solid interpersonal skills for
- written, oral, and face to face communications
- Practical experience with influence and negotiation methods and techniques
- Ability to serve as mentor and coach
- Strong customer service orientation, seeking opportunities to serve clients.
Skills / Specialized Knowledge/ Competencies
- IT Automation and scripting in languages such as Python and/or PowerShell
- Experience with ITIL frameworks and processes
- Experience working within large, complex production teams
- Experience working within an outsourced environment
- Vendor relationship management experience
- Comfortable working within a highly matrixed organization
- Strong technology driven process experience
- Ability to work under pressure, meet internal and external work schedules and or deadlines and show effective time and crisis management skills
- Expertise in supporting large-scale environments in a diverse culture
- Demonstrated attentiveness to detail
- Demonstrated strong partnering skills
- Demonstrated proactive problem-solving and decision making skills
- Demonstrated ability to delivery work on time
- Proven team player with the ability to mentor, guide, and influence cross-functional teams
- ITIL v3 Certification Preferred
