Sr Technical Support Analyst

The Walt Disney Company

Remote Actively hiring
Remote, USA · Glendale, CA Posted 18 days ago $89,000–$119,300 / year
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At a glance

AI generated

TL;DR

As a Senior Technical Analyst on the Disney Entertainment and ESPN Product & Technology team in Glendale, California, you will serve as the primary technical point of contact for global media production and distribution systems. Your responsibilities include triaging and resolving incidents efficiently, collaborating with engineering teams to ensure timely resolution, and maintaining accurate documentation across critical business applications and streaming workflows. You will leverage ITSM tools like ServiceNow, Jira, and Confluence to track issues throughout their lifecycle, while also participating in training programs to enhance technical acumen and mentor junior analysts. Ideal candidates have 5+ years of experience in a 24x7 IT call center or helpdesk role, with strong problem-solving skills and familiarity with streaming media workflows and broadcast systems.

Skills

ServiceNow Jira PagerDuty Datadog BigPanda Grafana Splunk ITIL CI/CD Python Shell HTML CSS JavaScript AWS Kubernetes Docker PostgreSQL MySQL

What you'll do

  • Serve as the initial technical point of contact for customer-reported issues.
  • Coordinate incident response and collaborate with engineering teams to resolve complex challenges.
  • Monitor service health and communication channels, escalating issues to major incident management.
  • Document incidents thoroughly in ServiceNow and Jira, maintaining accurate ticket hygiene.
  • Review and update runbooks and technical documentation to enhance operational protocols.
  • Mentor junior analysts and coordinate peer training and onboarding sessions.
  • Proactively identify potential issues or performance bottlenecks through monitoring tools.

What we're looking for

  • 5+ years of experience in a 24x7 IT call center or helpdesk role
  • Proven ability to triage and resolve technical issues efficiently, escalating as needed
  • Strong knowledge of ITSM tools like ServiceNow, Jira, and PagerDuty
  • Excellent problem-solving skills with the ability to work under pressure
  • Experience in documenting incidents and maintaining accurate ticket hygiene
  • ITIL v3/v4 Foundation Certification required
  • Bachelor’s degree in computer science or related field

Market check

Salary context

This $89,000–$119,300 range sits above 10% of similar postings on FindRole.

Peer median band

$126,290–$187,420

Median floor and ceiling across peers.

Typical midpoint (25–75%)

$129,525–$186,960

Middle half of comparable postings.

Based on 240 comparable postings.

* 240 is the maximum number of comparable postings sampled.

Employer

About The Walt Disney Company

The Walt Disney Company is a diversified global entertainment and media enterprise operating in segments including Disney Parks, Experiences and Products; Entertainment (ABC, Hulu, Disney+); and ESPN. Industry: Entertainment & Media

The Walt Disney Company currently has 118 open roles on FindRole.

Listed pay typically runs $141,900–$190,300 across 110 roles with salary data.

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View all roles at The Walt Disney Company

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