Sr. Technical Support Analyst- Storage - Kissimmee, FL
The Walt Disney Company - Corporate - Kissimmee, FL

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Technology / Information Technology;
Disney Technology Solutions & Services (DTSS) is responsible for technology strategy and management, central engineering, architecture, IT and technical operations for The Walt Disney Company including virtual worlds, flagship Web sites Disney.com, Disney Family.com, ABC.com and ESPN.com. DTSS provides services in both platform engineering and web operations. Platform engineering includes Content Management Systems, UGC Enforcement Platform, E-commerce, Video Distribution Technology, Registration, Advertising Systems and Data Warehouse & Reporting. The DTSS web operations teams focus on Servers & Hosting and Network Connectivity. DTSS teams are located in Seattle, Bristol, N. Hollywood, Glendale, New York, Burbank, and Orlando.

The Sr. Technical Support Analyst - Storage role is responsible for developing and implementing service level strategic plans, roadmaps product catalog/portfolio for Enterprise Storage services. This role provides technical oversight and direction for the Service Delivery - Storage function by partnering with the Platform Server & Storage Architecture and Engineering team to develop and document technical configuration standards and ensuring that the service supplier is maintaining those standards in the delivery of the service and utilizing proper support processes. This role facilitates the implementation of technical service improvements and reviews/approves new services and changes to existing services. In addition, this position will oversee the capacity planning and demand management forecasting process for the enterprise storage resources.

Responsibilities
  • Develops service level strategic plans and roadmaps.
  • Works with the Platform Server & Storage Architecture and Engineering team to identify requirements for new services and service improvements and ensure that corresponding project plans are developed and executed.
  • Ensures that storage services are strategically planned and in concert with business objectives.
  • Identifies the specific components for the service product catalogs/portfolios in support of storage services.
  • Works with the Storage Project Management resources to ensure that the service product catalogs/portfolios properly define all backup/recovery services and that operational readiness requirements are well defined.
  • Ensures that services are production ready and available for the customer.
  • Identifies the requirements for implementing product roadmaps and associated new services.
  • Works with the Storage Project Management resources to identify requirements for the implementation of product roadmaps and the overall impacts to the Service/Product Portfolio.
  • Ensures that Storage Hosting services are following a well-defined strategy in concert with business requirements.
  • Identifies and develops technical standards for configuring and supporting server hardware/software.
  • Documents technical configuration standards and works with the service supplier to ensure that those standards are implemented and maintained.
  • Ensures that services follow common standards.
  • Facilitates the implementation of new services and service improvements.
  • Identifies service improvements and reviews/approve recommendations for new technical services. Works with the Storage Project Management resources to develop implementation plans for service improvements and new technical services.
  • Ensures that technical services continue to evolve and provide business-related solutions for the customers.
  • Oversees the problem resolution of technical issues and recommend process improvements. When issues arise, works with the service supplier to ensure that proper problem resolution processes are followed. Reviews problem resolution processes and identify/document process improvements.
  • Ensures that issues are resolved in a timely manner and that processes used by the service supplier follow continuous improvement.
  • Identifies technical configuration requirements in support of Release Management processes.
  • Responsible for researching and documenting technical requirements needed for hardware/software currency.
  • Provides hardware/software currency necessary to ensure service availability and supportability.
  • Oversees the capacity planning and demand management forecasting process for enterprise storage resources.
  • Works with the service supplier and the business segments to implement a forecasting process for identifying resource demand for enterprise storage services.
  • Ensures that service requirements are properly planned and available in a timely manner to meet customer requirements.
Basic Qualifications
  • At least 5-7 years experience in IT support or IT-related activities
  • Knowledge of the overall requirements and best practices for enterprise storage solutions in support of Unix, Windows, VMWARE and Linux server platforms.
  • Strong knowledge of enterprise storage (SAN/NAS) processes and the operational requirements of related tools.
  • Strong understanding of enterprise storage hardware and software configuration requirements.
  • Solid experience in an outsource services organization providing infrastructure services.
Demonstrated ability to build and maintain strong business and supplier relationships that ensure the successful delivery of IT services that drives benefits to the Segment/BU. Additional skills and competencies include:
  • Dealing with ambiguity
  • Establishing direction and engagement
  • Vendor management and relationships
  • Presentation skills
  • Priority setting
  • Results orientation
  • Comfort around higher management
  • Integrity and trust
  • Negotiation skills
  • Peer relationships
  • Focus on customer
  • Acts quickly and decisively
Preferred Qualifications
  • 8-10 years experience in IT support or IT-related activities
Demonstrated ability to build and maintain strong business and supplier relationships that ensure the successful delivery of IT services that drives benefits to the Segment/BU. Additional skills and competencies include:
  • Dealing with ambiguity
  • Establishing direction and engagement
  • Vendor management and relationships
  • Presentation skills
  • Priority setting
  • Results orientation
  • Comfort around higher management
  • Integrity and trust
  • Negotiation skills
  • Peer relationships
  • Focus on customer
  • Acts quickly and decisively
Preferred Education
MS degree in Information Technology, Computer Systems, or Business/Technical related field

Required Education
BS or BA degree in Information Technology, Computer Systems, or Business/Technical related field

Job Posting Industries
Corporate

Additional Information
This position is with the legal entity Disney Worldwide Services.

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