Jobs in Glendale, CA

About the role

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. 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.

What you'll bring

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

Locations