Sr Technical Support Specialist
Walt Disney Parks & Resorts Careers 2,746 reviews - Lake Buena Vista, FL

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Technology is at the forefront of delivering the magic and enabling the unparalleled vacation experience that makes Walt Disney Parks & Resorts the most visited tourist destinations. The Walt Disney Parks and Resorts Technology (WDP&R Technology)team combines custom technology solutions with creativity to produce robust applications that enhance all aspects of the guest experience. From one of the most sophisticated hotel reservation systems in the world to Disney Cruise Line shipboard systems, Disney Vacation Club member services, FastPass ticketing, PhotoPass, and even inventory applications to ensure we have the right number of Cast costumes.

WDP&R Technology seeks forward-thinking team members who are passionate about delivering a quality product and enjoy working closely with business partners on both strategic and tactical challenges.

The Senior Technical Support Specialist will be responsible for the triage of major incidents, command leadership during major incidents, process improvements, and development of triage / monitoring tools. The Senior Technical Support Specialist will need to use their keen understanding of software, infrastructure (hardware and network), MyMagic+ product functionality and troubleshooting skills to quickly restore service during material technical events. Additionally, the Senior Technical Support Specialist will be responsible for problem management, identify continuous improvement projects and develop proactive action plans for improvement to increase resiliency and reliability of MyMagic+ solutions. The position requires performing 24/7 on-call support on a rotating basis.

The MyMagic+ Level 2 Sustainment Team provides command leadership for major incidents, reviews incidents requiring root cause analysis, provides management/ownership of the Problem Management process, coordinates Level 3 engagement for major incidents, and identifies/manages preventative maintenance and continuous improvement projects. The culmination of these activities is to ensure application availability and performance of the MyMagic+ experience. The team will also participate in requirements, engineering and solutions for new delivery and enhancement projects.

Basic Qualifications

5+ years of experience providing operational support or software delivery of enterprise applications.

Demonstrated experience with ReST and EDA architectural patterns.

Demonstrated experience with software development lifecycle methodologies.

Proven experience with system analysis and design, construction and testing.

Demonstrated strong analytical and problem solving skills to achieve business results.

5+ years Java development.

Working knowledge of Middleware technologies, PHP and .NET.

Excellent organizational, communication and time management skills.

Ability to work flexible hours including holidays and weekends.

Preferred Qualifications

ITIL v3 Foundations Certification

Working knowledge of application monitoring tools such as CA Wily/APM, HP Openview, Sonic Actional a plus.

Required Education

Bachelor’s Degree in Computer Science or Equivalent.

Additional Information
©Disney is an equal opportunity employer. Drawing Creativity from Diversity.

About this company
2,746 reviews
“We make magic.” That’s our motto at Walt Disney Parks and Resorts. And it permeates everything we do. At Disney, you’ll help inspire that...