Manager, Technical Incident Management

About the position

The Manager, Technical Program Management for Disney's Direct to Consumer Viewer Experience team is responsible for leading incident response efforts, managing a team of analysts, and ensuring effective communication and collaboration across various stakeholders. This role focuses on overseeing the execution of high-profile incident management programs, driving solutions, and fostering a positive team environment while aligning technical goals with organizational priorities.

Responsibilities
?? Lead Incident Response for mass-impacting issues.
,
?? Manage partnerships with stakeholders and partner teams related to Incident Management.
,
?? Understand all Viewer Experience ecosystem components including architecture, systems, and tools.
,
?? Articulate clear problem statements and drive consensus for optimal resolutions across the organization.
,
?? Architect solutions by defining requirements and determining technical milestones.
,
?? Align outcomes and drive discussions across a diverse set of stakeholders.
,
?? Engage with internal and external partners to deliver optimized solutions in Incident Management.
,
?? Solve challenges and implement positive changes across the organization.
,
?? Lead execution and delivery of high-profile Incident Management programs and workstreams.
,
?? Anticipate questions regarding Incident Management needs and address them with stakeholders.
,
?? Serve as a subject matter expert in Incident Management.
,
?? Oversee program communication and risk escalation.
,
?? Provide expertise in interoperability needs within the larger ecosystem.
,
?? Lead a team of 3+ direct reports and model best practices.

Requirements
?? BA/BS or equivalent experience in a technical field.
,
?? 8+ years in incident management, critical issue engineering, or similar technical operations field, including 5+ years of leadership experience.
,
?? Experience leading teams in the Incident Management space.
,
?? Experience managing a technically focused analyst team.
,
?? Strong understanding of technical architecture for systems and their relationships with surrounding ecosystems.
,
?? Proven ability to deliver complex technical projects with ambiguous requirements.
,
?? Experience with issue and project tracking software such as JIRA.
,
?? Skilled communicator with strong presentation skills and the ability to create engaging presentation decks.
,
?? Detail-oriented and able to handle sudden chaos while maintaining focus.

Nice-to-haves
?? Experience in streaming media and customer service environments preferred.

Benefits

Apply Job!