Job Directory Sr System Support Engineer

Sr System Support Engineer
Burbank, CA

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About

Job Description

Job Description

At Disney, we're storytellers. We make the impossible, possible. The Walt Disney Company is a world-class entertainment and technological leader. Walt's passion was to continuously envision new ways to move audiences around the world-a passion that remains our touchstone in an enterprise that stretches from theme parks, resorts and a cruise line to sports, news, movies and a variety of other businesses. Uniting each endeavor is a commitment to creating and delivering unforgettable experiences - and we're constantly looking for new ways to enhance these exciting experiences.

The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. The Enterprise Technology organization drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence.

This role is part of the Enterprise Business Systems (EBS) organization. Our mission is to provide business technology solutions for the enterprise that empower growth, and enhance value across brands, geographies and organizations.

The Application Support and Operations group is part of the EBS organization. We are responsible for excellence in operating business systems and processes in support of the enterprise. We lead with a culture of continuous improvement, innovation and automation.

Job Type

Full Time

Alternate Location-State/Region

FL

Segment

The Walt Disney Company (Corporate)

Category

Technology

Basic Qualifications

* Sr. System Support Engineer 8 years in a support engineer role in a Corporate environment of a similar size/complexity
* 5+ years in webMethods application development with relevant technologies
* Demonstrable deep experience of the technologies relevant to the post, including functional expertise and complex problem solving
* Experience with working with (a majority of) our portfolio of applications relevant to the post
* ITIL Foundations
* Professional technical certification relevant to the post

Business

The Walt Disney Company (Corporate)

Required Education

Bachelor's degree in a related discipline, or equivalent professional experience

Preferred Qualifications

* 3 years working in a DevOps environment
* Demonstrable experience with secure development practices
* SAP HANA is highly desirable
* ServiceNow expertise is highly desirable
* NewRelic expertise is highly desirable
* ITIL Practitioner/Intermediate is preferred
* Advanced technical certifications relevant to the post are preferred

Postal Code

91502

Responsibilities

* Within EBS this role provid Engineering Support services to a specific collection of application technologies across the EBS portfolio, including Platform, Data Integration, Infrastructure Operations and Reporting/Analytics. The role will work within the EBS System Support Engineering Community to drive consistency and excellence of the technology services across EBS
* The ideal candidate with have deep technical expertise coupled with functional experience with the platforms assigned
* Specifically this role will work with technology partners, users and business stakeholders for a particular group of application technologies, including:

Data Platforms

* SAP HANA Sidecar (Torch)
* Cognos Planning & Forecast
* SAP BW (including BPS, BCS)
* DB2
* Oracle

Data Integrations

* Informatica ETL
* WebMethods
* Google PubSub
* DataStax
* Informatica MDM

Application Ecosystems

* SAP BASIS
* Reporting and Analytics
* Cognos Reporting
* SAP BOBJ
* Tableau

The Sr. System Support Engineer's responsibilities:

* Solution Support
* Manage the delivery of high-quality, scalable and cost-effective solutions leveraging webMethods integration software components that meet business requirements and conform to architectural designs and technology strategies
* Act as the technology webMethods subject matter expert, partnering with technology stakeholders and clients to both address issues and recommend/implement enhancements
* Investigate and resolve production related issues in a timely manner from end user (UI) to persistence layer
* Identify and mitigate risks to the service delivery and proactively address and resolve issues before they impact service levels
* Drive the technical recovery of major system outages, interfacing with numerous stakeholders including external vendors or outsourced service delivery teams
* Develop and maintain technical documentation to help ensure that support can be efficiently performed and the impact of future requests can be assessed
* Monitor service performance and recommend areas of focus for continuous improvement initiatives, including application performance management
* Participate in on-call schedule or rotations (where applicable)

Vendor Management

* Oversee vendor/partners in the timely resolution of incidents/problems/requests, ensuring service level and quality targets are met
* Gather requirements for minor enhancements and oversee the resultant product from the vendors
* Implement continuous improvement on existing technical solutions
* Drive the adoption of agile development methodologies, focusing on improving the velocity and quality of delivered work products through DevOps practices and automated testing
* Partner with the application security team on the implementation of "security by design," ensuring that all solutions meet security standards
* Work collaboratively with other teams (QA, UX, Release Project Managers) to ensure that all project deliverables are on time and high quality
* Participate in periodic problem analysis meetings and post implementation reviews to document learnings and ensure the continuous improvement of the IT services

Experience

* Deep Technical webMethods expertise in the respective application platform/service
* Experience participating in the full range of development activities (including but not limited to: code deployment, load/performance testing, integration testing)
* Participation in formal change management processes
* Experience working within an agile framework
* Business acumen, with deep expertise in the allocated domains as well as strong skills in the technology that supports the domains
* Very detail oriented
* High emotional intelligence
* Proven strong negotiating and consensus building abilities
* Experience with application monitoring technologies; New Relic, DataDog, Synthetic Transactions
* Wide experience with a variety of Software Development Lifecycle methodologies across waterfall and agile
* Exemplary communications skills
* Current understanding of new/emerging technology and its application in business

Job Description

At Disney, we're storytellers. We make the impossible, possible. The Walt Disney Company is a world-class entertainment and technological leader. Walt's passion was to continuously envision new ways to move audiences around the world-a passion that remains our touchstone in an enterprise that stretches from theme parks, resorts and a cruise line to sports, news, movies and a variety of other businesses. Uniting each endeavor is a commitment to creating and delivering unforgettable experiences - and we're constantly looking for new ways to enhance these exciting experiences.

The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. The Enterprise Technology organization drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence.

This role is part of the Enterprise Business Systems (EBS) organization. Our mission is to provide business technology solutions for the enterprise that empower growth, and enhance value across brands, geographies and organizations.

The Application Support and Operations group is part of the EBS organization. We are responsible for excellence in operating business systems and processes in support of the enterprise. We lead with a culture of continuous improvement, innovation and automation.

Basic Qualifications

* Sr. System Support Engineer 8 years in a support engineer role in a Corporate environment of a similar size/complexity
* 5+ years in webMethods application development with relevant technologies
* Demonstrable deep experience of the technologies relevant to the post, including functional expertise and complex problem solving
* Experience with working with (a majority of) our portfolio of applications relevant to the post
* ITIL Foundations
* Professional technical certification relevant to the post

Required Education

Bachelor's degree in a related discipline, or equivalent professional experience

Preferred Qualifications

* 3 years working in a DevOps environment
* Demonstrable experience with secure development practices
* SAP HANA is highly desirable
* ServiceNow expertise is highly desirable
* NewRelic expertise is highly desirable
* ITIL Practitioner/Intermediate is preferred
* Advanced technical certifications relevant to the post are preferred

Responsibilities

* Within EBS this role provid Engineering Support services to a specific collection of application technologies across the EBS portfolio, including Platform, Data Integration, Infrastructure Operations and Reporting/Analytics. The role will work within the EBS System Support Engineering Community to drive consistency and excellence of the technology services across EBS
* The ideal candidate with have deep technical expertise coupled with functional experience with the platforms assigned
* Specifically this role will work with technology partners, users and business stakeholders for a particular group of application technologies, including:

Data Platforms

* SAP HANA Sidecar (Torch)
* Cognos Planning & Forecast
* SAP BW (including BPS, BCS)
* DB2
* Oracle

Data Integrations

* Informatica ETL
* WebMethods
* Google PubSub
* DataStax
* Informatica MDM

Application Ecosystems

* SAP BASIS
* Reporting and Analytics
* Cognos Reporting
* SAP BOBJ
* Tableau

The Sr. System Support Engineer's responsibilities:

* Solution Support
* Manage the delivery of high-quality, scalable and cost-effective solutions leveraging webMethods integration software components that meet business requirements and conform to architectural designs and technology strategies
* Act as the technology webMethods subject matter expert, partnering with technology stakeholders and clients to both address issues and recommend/implement enhancements
* Investigate and resolve production related issues in a timely manner from end user (UI) to persistence layer
* Identify and mitigate risks to the service delivery and proactively address and resolve issues before they impact service levels
* Drive the technical recovery of major system outages, interfacing with numerous stakeholders including external vendors or outsourced service delivery teams
* Develop and maintain technical documentation to help ensure that support can be efficiently performed and the impact of future requests can be assessed
* Monitor service performance and recommend areas of focus for continuous improvement initiatives, including application performance management
* Participate in on-call schedule or rotations (where applicable)

Vendor Management

* Oversee vendor/partners in the timely resolution of incidents/problems/requests, ensuring service level and quality targets are met
* Gather requirements for minor enhancements and oversee the resultant product from the vendors
* Implement continuous improvement on existing technical solutions
* Drive the adoption of agile development methodologies, focusing on improving the velocity and quality of delivered work products through DevOps practices and automated testing
* Partner with the application security team on the implementation of "security by design," ensuring that all solutions meet security standards
* Work collaboratively with other teams (QA, UX, Release Project Managers) to ensure that all project deliverables are on time and high quality
* Participate in periodic problem analysis meetings and post implementation reviews to document learnings and ensure the continuous improvement of the IT services

Experience

* Deep Technical webMethods expertise in the respective application platform/service
* Experience participating in the full range of development activities (including but not limited to: code deployment, load/performance testing, integration testing)
* Participation in formal change management processes
* Experience working within an agile framework
* Business acumen, with deep expertise in the allocated domains as well as strong skills in the technology that supports the domains
* Very detail oriented
* High emotional intelligence
* Proven strong negotiating and consensus building abilities
* Experience with application monitoring technologies; New Relic, DataDog, Synthetic Transactions
* Wide experience with a variety of Software Development Lifecycle methodologies across waterfall and agile
* Exemplary communications skills
* Current understanding of new/emerging technology and its application in business

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