Manager, Technology Services and Support

About the position

The Walt Disney Studios (WDS) is at the leading edge of entertainment and technology, working with the best entertainment brands in the world, such as Disney, Lucasfilm, Marvel, Pixar and 20th Century Studios, and Searchlight Pictures. We make the impossible possible in order to bring our stories to life through our movies and television programs, interactive and streaming experiences, and parks and resorts, just to name a few. As part of the Walt Disney Studios Technology team you’ll be joining a group of seasoned, dedicated technologists solving a range of interesting problems in innovative ways in an exciting and dynamic environment. We’re looking for a passionate leader who will manage front-line end-user support for Walt Disney Studios as a part of the Technical Services and System Engineering (TSaSE) team! The TSaSE team works directly with the engineering and architecture teams to design, build, implement and support critical Production Systems and Applications. These systems and applications directly impact WDS ability to deliver the high-quality products through all stages of the movie making process!

Responsibilities

• Directly manage production support analysts who provide front-line end-user support for productions.
• Provide front-line support for business office computers and systems, Studio-based tools and processes, PC and Mac client computers and software, printers, e-mail, Remote Access, and connectivity.
• Manage front-line Tech Support for shared off-site operations and application support.
• Design, implement and manage a consolidated, Studio-focused ‘help desk’ function.
• Manage front-line end user support for WDS executives onsite and remote.
• Establish, deploy and oversee self-help and on-line training methodologies.
• Work with 3rd party vendors, Studio Technology teams, and the Program Office to ensure timely support.
• Assist in architecting, implementing and supporting systems to the long-term strategic goals of WDS.
• Provide requirements to the Architecture team to define appropriate solutions.
• Participate in designing the overall SLA paradigms for the Technical Services and System Engineering arm.
• Assist in authoring and communicating procedures for accessing technical support services.
• Assist in redesigning, process definition, and implementation of Technical Services and System Engineering support.

Requirements

• Bachelors Degree and/or equivalent experience.
• 8+ years in technical support, engineering or computer systems.
• 1+ years management experience.
• Experience with production support SLA’s and tiered support methodologies.
• Knowledge of digital production environments and overall digital production support.
• Experience with systems hardware (e.g., firewalls, uninterruptible power supplies, miscellaneous servers, and disk and tape libraries).
• Operating system administration (e.g., Windows, Unix, and Linux).
• Knowledge of large-scale storage backup, disaster recovery, business resumption and load-balancing techniques.
• Data Storage technologies (e.g. NAS, SAN, Clustered, Tape) as well as cloud solutions (OneDrive, Teams, AWS, Azure).
• Experience with local and Networked File Systems (e.g. NFS, DFS, NTFS).
• Knowledge in data compression and data integrity tools.
• Experience in handling and customizing Data transportation tools like Signiant, Aspera etc.
• Knowledge in Data storage and data protection technologies.
• Experience with Animation focused applications (e.g. Toon Boom, Flix, KeyShot, Maya).
• Familiarity with security protocols and practices.

Benefits

• A bonus and/or long-term incentive units may be provided as part of the compensation package.
• Full range of medical, financial, and/or other benefits.