Sr Technical Support Analyst

Sr Technical Support Analyst Job ID: 10148562 Locations: Glendale, California; Santa Monica, California Business: Disney Entertainment and ESPN Product & Technology Date Posted: May 11, 2026 Job Summary As a key member of the Disney Entertainment and ESPN Product & Technology team, the Solutions Engineer II – Senior Technical Analyst plays a pivotal role in supporting global media production and distribution systems. This position is the first technical point of contact for incidents, issues, and service requests, ensuring a seamless collaboration with engineering teams and maintaining system availability through execution of runbooks and meticulous documentation across critical business applications, streaming workflows, and broadcast systems. Key Responsibilities Serve as the initial technical point of contact for customer-reported incidents and service requests, triaging and resolving issues efficiently. Coordinate incident response with engineering and support teams to ensure timely resolution of complex technical challenges. Communicate with Software, Infrastructure, and Network Engineers to drive incident resolution. Act as a liaison between customers, internal support teams, and product engineering, ensuring alignment and transparency throughout the resolution process. Monitor service‑health and communication platforms (Datadog, BigPanda, Teams, email) and trigger major incident management as necessary. Document incidents thoroughly in ServiceNow and Jira; maintain ticket hygiene and ensure all required fields are completed. Participate in training programs to build and enhance technical acumen. Review and update runbooks and technical documentation. Mentor junior analysts and coordinate peer training and onboarding. Qualifications Basic Qualifications 5+ years of experience in a 24×7 IT call center or helpdesk role. Knowledge of ITSM tools such as ServiceNow, PagerDuty, and Jira. Hands‑on experience in fulfilling user service requests and troubleshooting first‑line technical issues, escalating to key engineering stakeholders when necessary. Ability to work well under pressure and manage competing priorities. Excellent communication and interpersonal skills for presenting needs, challenges, and solutions to teams and stakeholders. Ability to deliver high‑quality results in a heavy multitasking environment. Experience leading peers and working with minimal supervision. ITIL v3/v4 Foundation Certification. Preferred Qualifications Experience with observability tools such as Datadog, BigPanda, Conviva, Grafana, and Splunk. Familiarity with streaming media workflows, broadcast systems, and IT infrastructure. Familiarity with Major Incident Management, Problem Management, and Change Management. Required Education Bachelor’s degree in computer science, information technology, or a related field. Compensation The hiring range for this position in CA is $89,000.00 to $119,300.00 per year. Other components such as bonuses, long‑term incentive units, medical, financial, and additional benefits may be provided based on internal equity and individual qualifications. Equal Opportunity Employer Disney Entertainment & Sports LLC is an equal‑opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information, disability, or any other basis prohibited by federal, state or local law. Disability Accommodation for Employment Applications If you have a disability and require a reasonable accommodation to apply for a position, please email View email address on click.appcast.io with your request. This email address is not for general employment inquiries. #J-18808-Ljbffr The Walt Disney Company