System Engineer - VTC AV

2 Months ago • 3 Years + • Operations • $95,300 PA - $127,800 PA

Job Summary

Job Description

The Video Collaboration Operations System Engineer at The Walt Disney Company will provide operational oversight and leadership of all Video Collaboration Operations in the Production environment. Specific focus includes operational support for Zoom, Microsoft Teams, and other collaboration tools, ensuring excellent customer experiences. This role requires technical leadership over outsourcing partners, troubleshooting service outages, conducting root cause analysis, and collaborating with the Digital Experience Engineering Team for service transitions. Responsibilities also include driving service improvements, participating in design and implementation of video collaboration solutions, and acting as the 24/7 point of contact for incident response and recovery. The candidate will work with diverse teams and contribute to the operational sustainability of video collaboration spaces.
Must have:
  • 3+ years supporting Enterprise VTC/Collaboration Services
  • Expert troubleshooting/triage skills in complex environments
  • Experience with Zoom, Microsoft Teams, and related hardware
  • Experience in planning, deploying and supporting complex VTC solutions
  • ITIL framework experience
  • Experience in large, complex production teams and outsourced environments
Good to have:
  • ITIL v3 Certification
  • Masters in IT Systems or Business Administration (MBA)

Job Details

Job Summary:

The End-User and Technical Operations organization is responsible for monitoring and managing the end-to-end delivery and support of enterprise technology services across The Walt Disney Company and its’ business segments. This organization is responsible for ensuring adherence to defined service levels and completion of approved work. Conduct service improvement initiatives through proactive monitoring and improvement actions identified through analytics and by our Customers. Leverage partnerships with the Business, Customer base and the Suppliers to successfully deliver services to meet agreed upon expectations. Coordinate and lead the resolution of service delivery issues/problems between in-scope and out-of-scope groups. Define and maintain all aspects of a product and/or service including what the product is, what services are included, how to request or obtain the product, service level options and what the product or service costs. Develop and manage project timelines and resources to ensure requirements are understood, dependencies are defined, a design is developed, and the solution is implemented and supported. 

Responsibilities: 

The Video Collaboration Operations System Engineer will provide operational oversight and leadership of all Video Collaboration Operations in the Production environment for The Walt Disney Company.  Specific focus will be on operational support diverse portfolio of video conference solutions and is responsible for ensuring great customer experiences with all TWDC Video Teleconferencing Services, including Zoom, Microsoft Teams, and other tools and facilities that provide collaboration value to our customer base. The candidate will provide technical leadership over Outsourcing Partners and other technical subject matter experts on all operational activities for maintaining a highly reliable services and service improvement initiatives.  Additional focus will be on restoring service outages and root cause analysis.  The candidate will work in conjunction with Digital Experience Engineering Team for the transition of new services/capabilities into the Video Collaboration Portfolio.

Additionally, this position will drive service improvement initiatives through proactive monitoring and enhancement actions from gaps identified through analytics and by our customers.  Position is an active member of the Video Collaboration service team focused on Operations, but assists in the design, analysis, evaluation, testing, debugging and implementation of the portfolio.  Position will also be responsible for ensuring the operations sustainability by contributing to the development, testing, evaluation and design of video collaboration space.

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.

In addition to the functional responsibilities, the Video Collaboration Operations Systems Engineer will be a key member of a high performing team.  This includes working with contract and service provider resources, along with Disney Cast Members, therefore it is important to understand the different approaches required to interact with, motivate and guide, contractor, and managed services resources.

Qualifications:

  • 3 plus years’ experience supporting Enterprise VTC/Collaboration Services 
  • Expert troubleshooting/triage skills in complex multi-platform environments supporting Zoom and Microsoft Teams video conferencing platforms and related conference room hardware solutions.
  • Experience in planning, deploying and supporting complex Video Collaboration solutions
  • 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 strategic and creative thinking ability
  • Demonstrated ability to deliver work on time
  • Proven team player with the ability to mentor, guide, and influence cross-functional teams
  • Ability to develop clear and concise thoughts into proposals, recommendations, and findings
  • Proficient in Microsoft O365 suite, Zoom Admin console
  • Expertise in large-scale migrations between Systems
  • Current or previous technical designations in operating systems, virtualization or hardware platforms will be helpful.

Nice to have:

  • ITIL v3 Certification Preferred

EDUCATION:

  • BA/BS in Computer Science, Engineering or related field. Equivalent work experience would be considered in lieu of degree.
  • Masters in IT Systems or Business Administration (MBA) or MS in technical discipline

The hiring range for this position in Santa Monica, California is $95,300.00-$127,800.00 per year. 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.

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About The Company

From classic animated features and exhilarating theme park attractions to cutting edge sports coverage, and the hottest shows on television, The Walt Disney Company has been making magic since 1923, creating unforgettable stories that connect with audiences around the world. And we’re just getting started!

The key to our success…. The Cast, Crew, Imagineers and Employees who honor Disney’s rich legacy by stretching the bounds of imagination to create the never-before-seen, bringing unparalleled entertainment experiences to people of all ages. Begin a career that delivers unparalleled creative content and experiences to audiences around the world and just imagine the stories you could be part of…

What is #LifeAtDisney like? It’s a series of magical moments with cast members and employees developing and telling our stories in the most innovative ways. Whether it’s a day spent as a Disney VoluntEAR, or celebrating the release of a new interactive experience, retail product or movie, our days are filled with the knowledge that we are creating entertainment experiences the whole family can enjoy. Follow @DisneyCareers on Facebook, Twitter and Instagram for a peek behind-the-curtain, and discover how you could connect to a world of stories with Disney!

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