Manager, Technology Services and Support

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!

This role requires occasional domestic and international travel (approximately 10% depending on business needs)

Responsibilities:

• Directly manage production support analysts who provide front-line end-user support for productions. This includes but is not limited to business office computers and systems, Studio-based tools and processes, PC and Mac client (desktop/laptop) computers and software, printers, e-mail, Remote Access, and connectivity, etc. In addition, you’ll provide front-line support for storage as well as assist in front-line support for the Studio’s production network (SPN).
• Directly manage front-line Tech Support for shared off-site operations and application support (i.e. WDS support, cloud computing, off-site computer centers for disaster recovery and archival, etc.)
• Design, implement and manage a consolidated, Studio-focused ‘help desk’ function that supports the recording and resolution of problems and service requests submitted by end-users.
• Manage front-line end user support for WDS executives onsite and remote by the technical support engineer team (TSE).
• Establish, deploy and oversee self-help and on-line training methodologies pertaining to Walt Disney Studios but in conjunction with an overarching strategy in support of WDS, to enable users to easily assimilate and navigate end-user platform changes.
• Work with 3rd party vendors, Studio Technology teams, and the Program Office to ensure timely support.
• Work with Studio Engineering team to assist in architecting, implementing and supporting of systems to the long-term strategic goals of WDS. Provide requirements to the Architecture team to define the appropriate solutions to support Walt Disney Studios on site and to provide overarching solutions for WDS as an entity.
• Participate in the designing of the overall SLA paradigms for the Technical Services and System Engineering arm of Walt Disney Studios.
• Assist in authoring and communicating procedures describing how end-users access, leverage and utilize technical support services from the SPT Technology organization.
• Assist in redesigning, process definition, and implementation of Technical Services and System Engineering support across the entire Studio to ensure seamless integration with Studio Technology and DTSS.

Basic Qualifications:

• Bachelors Degree and/or equivalent experience
• 8+ years in technical support, engineering or computer systems
• 1+ years management experience
• Ability to travel domestically and internationally as required
• 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

The hiring range for this position in Burbank, CA is $104,600 to $140,200 per year. 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. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.