Technical Support Analyst I

The Technical Support Analyst I role is pivotal to Disney Entertainment and ESPN Product & Technology's global media production and distribution systems. This role focuses on incident intake, Tier - 1 triage, and request fulfillment, executing runbooks to maintain service availability and accurate documentation across critical business applications, streaming workflows, and satellite/broadcast systems., * Serve as the first point of contact for support calls, tickets, and other intake requests

• Resolve standard issues and fulfill requests by following documented procedures; escalate beyond scope swiftly

• Closely monitor active incidents

• Monitor service - health and communication channels (Datadog, BigPanda , Teams, email) and raise issues promptly

• Document incidents thoroughly in ServiceNow and Jira; maintain ticket hygiene and ensure all fields are correctly filled out

• Participate in training programs to build and enhance technical acumen

The role performs operational protocols using runbooks for supported systems to ensure high service availability and minimal disruptions. An ideal applicant should possess a solid technical background in IT, software, or production support.

This role demands swift incident detail gathering and analysis while providing Tier 1 troubleshooting support. Collaboration with higher tiers for specialized expertise is required . Active participation in incident management to ensure comprehensive documentation and lifecycle tracking for efficient issue resolution is vital. This role supports high service availability while minimizing disruptions across critical systems.

Responsibilities and Duties of the Role:

Incident Intake & Escalation

• Serve as the main point of contact for handling incidents reported by stakeholders by capturing incident details through phone calls, chat, or monitoring.

• Analyze incidents thoroughly to understand their scope and impact; work tickets, triage, and/or escalate as necessary.

• Collaborate with technical support teams, engineering, and media specialists to ensure incidents are resolved quickly.

Documentation, Incident Tracking and Reports, & Training

• Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed.

• Participate actively in incident management processes, documenting and tracking incidents throughout their lifecycle.

• Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base.

Monitoring

• Monitor various service-health platforms and stakeholder communication platforms like Teams, Datadog, BigPanda , email, etc.

• Proactively identify and address potential issues or performance bottlenecks.

• Knowledge of ITSM tools such as ServiceNow, PagerDuty, and JIRA

• Hands-on experience fulfilling user service requests and troubleshooting front-line technical issues

• Ability to work well under pressure and manage priorities with urgent deliverables

• Strong communication and interpersonal skills for effective stakeholder and peer interaction.

Preferred Qualifications

• 1+ years of experience in a 24x7 IT call center or helpdesk role

• ITIL v3 or ITIL v4 Foundation Certification

• Experience with observability tools such as Datadog, BigPanda , Conviva, Grafana, Splunk

• Familiarity with streaming media workflows, broadcast systems, and IT infrastructure

• Familiarity with Major Incident Management, Problem Management, Change Management

Required Education

• Bachelor's degree in computer science, information technology, or related field

The hiring range for this position in Glendale, CA and Santa Monica, CA is $60,300 to $80,800 per year based on a 40 hour work week. The amount of hours scheduled per week may vary based on business needs. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

Disney Entertainment and ESPN Product & Technology Technology is at the heart of Disney's past, present, and future. Disney Entertainment and ESPN Product & Technology is a global organization of engineers, product developers, designers, technologists, data scientists, and more - all working to build and advance the technological backbone for Disney's media business globally. The team marries technology with creativity to build world-class products, enhance storytelling, and drive velocity, innovation, and scalability for our businesses. We are Storytellers and Innovators. Creators and Builders. Entertainers and Engineers. We work with every part of The Walt Disney Company's media portfolio to advance the technological foundation and consumer media touch points serving millions of people around the world. Here are a few reasons why we think you'd love working here: * Building the future of Disney's media: Our Technologists are designing and building the products and platforms that will power our media, advertising, and distribution businesses for years to come. * Reach, Scale & Impact: More than ever, Disney's technology and products serve as a signature doorway for fans' connections with the company's brands and stories. Disney+. Hulu. ESPN. ABC. ABC News...and many more. These products and brands - and the unmatched stories, storytellers, and events they carry - matter to millions of people globally. * I nnovation: We develop and implement groundbreaking products and techniques that shape industry norms and solve complex and distinctive technical problems. The Business Operations team helps guide and articulate technology strategy and research and is responsible for driving the day-to-day operation of the Product & Technology organization, including project and portfolio management and tracking; organization-level capital, space, and resource management and allocation; process management; technical incident management; and our administrative and workplace experience support team., About Disney Entertainment and ESPN Product & Technology: At Disney Entertainment and ESPN Product & Technology, we're blending imagination and innovation to reimagine the ways people experience and engage with the world's most beloved stories and products. Our work is wide-ranging and deeply sophisticated. We create amazing experiences, transform the future of media, and build products and platforms that enable the connection between people everywhere and the stories and sports they love. Disney's ability to marry world-class technology with one-of-a-kind creativity makes us unique. It is at the heart of our past, present, and future. We are Storytellers and Innovators. Creators and Builders. Entertainers and Engineers. About The Walt Disney Company: The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney's stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished. This position is with Disney Entertainment & Sports LLC , which is part of a business we call Disney Entertainment and ESPN Product & Technology . Disney Entertainment & Sports LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.