Senior Manager, DTOC (PH)

[{{ $ctrl._job.status.name | translate}}] Senior Manager, DTOC (PH)
The Walt Disney Company (Corporate)

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Description du poste

At Disney, we‘re storytellers. We make the impossible, possible. We do this through utilizing and developing cutting-edge technology and pushing the envelope to bring stories to life through our movies, products, interactive games, parks and resorts, and media networks. Now is your chance to join our talented team that delivers unparalleled creative content to audiences around the world.
The Senior Manager, DTOC is responsible for leading teams of 24x7x365 technical analysts, engineers and managed service partners who deliver strong event and incident response, proactive monitoring, effective change management execution, and overall technical excellence of operational activities. The ongoing monitoring, support and maintenance of infrastructure and applications which are foundational to the breadth of the DTSS service portfolio include the following technologies: cloud providers, network and telecom; naming, identity and directory services; server hosting and storage; collaboration and communication; and client services. Awareness of how these technologies support the applications, and the applications role in business processes is critically important for success. The Senior Manager, DTOC will succeed not only by providing operational management to the technical teams, but also by designing, documenting, and analyzing operational processes to continually improve and evolve 24x7 operational support.
This enterprise-scale infrastructure and application environment includes an array of technologies, and the Senior Manager should have familiarity with a multiple domains including: virtualization, Unix/Wintel hosting, Storage networks, complex LAN switching, load balancing and acceleration, and network firewalls; all of these will interact with complex custom and commercial software, databases and applications. A successful candidate will have a combination of experience managing technical staff, contractors, and managed service suppliers. Responsibilities Leadership and People Management
  • Motivates, provides leadership and direction for the technical delivery of infrastructure support and Service Availability Managers, establishing operational targets for success and holding oneself and team accountable.
  • Regularly lead, coach and relay performance feedback proactively.
  • Maintain current job descriptions, job family group material and career path options for growth and development of the team.
  • Benchmark team skill sets and continually expand capabilities of the teams.
  • Directly and indirectly manage the 24x7 technical operations.
  • Lead the performance planning and evaluation process for any Cast Member DTOC team members. Accountable for establishing departmental training plans to address needs, and manage performance improvement as required.
  • Work with staffing partners to ensure the proper level of performance is obtained from contract resources; work with service provider partner to ensure the proper level of performance and value is obtained from contracted services. Understand the different approaches required to lead, motivate and manage direct hire, contractor, and managed services resources.
  • Act as a mediator between stakeholders, leadership team, and DTOC team members. Understand and communicate the overall department strategy and how the DTOC helps enable this strategy.
  • Ability to work early or late as warranted for Technology After Hours, major incident response, or reconvenes; tailoring schedules to ensure audience participants can join and properly prioritize operational stability
Strategy
  • Key contributor into the development of the DTOC Operations strategy and contributor into supporting organizational strategies.
  • Accountable for developing and socializing solution and process based strategies for functions within defined roles and responsibilities.
  • Accountable for aligning organizational strategies for their organization with those of peer organizations.
  • Responsible for influencing the strategies of peer organizations ensuring that their strategic plans are enabled through defined partnership amongst peer organizations.
  • Participate in the development and governance of contracts, service level agreements, and policies for third party suppliers; focusing on areas related to the DTOC.
  • Ensure that all new services are designed to deliver the levels of availability required by the business, and validate the final service design to meet operational needs of the DTOC to ensure excellent service delivery.
Service Delivery
  • Exude a customer-centric attitude and be an advocate for quality service delivery.
  • Build, establish, and sustain relationships with TWDC segment executives, service owners, and stakeholders of DTOC supported services.
  • Remain engaged with leaders of other operational areas to ensure the DTOC processes are current, relevant and actively used in the overall service delivery model.
  • Act as a mediator between stakeholders, leadership team, and DTOC team members.
  • As a consumer of event management and service management technology solutions, influence peer organizations to enable the DTOC with appropriate tools and solutions to.
  • Partner with Level III teams for activities to shift to Level II or Level I teams within the DTOC.
  • Identify and influence opportunities to automate DTOC operational tasks.
  • Serve as a leader fulfilling operational response and support needs, helping the DTOC orchestrate recovery with subject matter expects.
  • Be capable of independent, situational assessments and be able to make informed decisions based on available data
Basic Qualifications
  • 7-10+ years of management experience, with at least 3-5 years of managing high-level technical teams
  • 3-5 years of managing and developing other managers.
  • 3 years of managing 24x7 teams (of 30+ individuals), in virtual or geographically dispersed environments.
  • Ability to work under pressure effectively in a high availability environment with critical 24x7x365 services
  • Must have prior experience with one or more relevant hosting technologies: server virtualization, Unix/ Wintel hosting, storage, security technologies, network, application development, and/ or databases.
  • Ability to effectively communicate with a variety of audiences (customer, executive, technical, non-technical) effectively conveying intricate technical and procedural matters to both technical and non-technical personnel.
  • Ability to communicate, direct teams, and multi-task under pressure.
  • Strong analytical skills with the ability to synthesize the ecosystem and relationships of various IT technologies for the delivery of business services
  • Ability to adapt to changing environments with ease and resiliency
  • Experience in establishing relevant value metrics and showcasing progress
  • Ability to quickly learn and grow knowledge of Disney products, services and brands
  • Demonstrated experience working in an ITIL-centric organization and solid understanding of key Service Management processes: Request Fulfillment, Event, Incident, Problem Management and Change Management
  • Familiarity with one or more major cloud providers
  • 10+ years of experience in technology related roles, with at least 5 years of experience in operationally focused position (s_.
  • 5+ years of supporting enterprise level, mission critical systems.
  • 3+ years of process design and delivery experience within a 24x7x365 technology operations environment
  • 3+ years of experience in either a large IT shared services organization or outsourced environment
Preferred Qualifications
  • Prior experience leading a large team through a service transformation
  • Familiarity with leading project management practices (e.g. Agile, Scrum, etc.) and overseeing delivery of complex projects
  • Experience integrating and evolving multi-disciplined geographically dispersed teams
  • Master’s in Communication, Business Administration, Engineering, or similar
  • Previous or Current Technical Certifications are a plus: AWS, Azure, Cisco, VMWare, F5, etc.
  • Kepner Tregoe
  • ITIL
  • Six Sigma
Required Education
  • Bachelor’s in Communication, Business Administration, Engineering, or similar
Company Overview At Corporate, you’ll team with the best in the business to build one of the most innovative global businesses in any industry. Uniquely positioned at the center of an exciting, multi-faceted Company, the forward-thinkers at Disney Corporate constantly pursue new ideas and technologies to help the Company’s many businesses drive value, all the while gaining something valuable from the experience themselves. Come see the most interesting Company from the most interesting point of view. Additional InformationThis position is a legal entity of The Walt Disney Company, an equal opportunity employer.

Profil recherché

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Contrat
Temps plein
Lieu
Seattle, WA, États-Unis
Département
Autre
Début
Dès que possible

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