Associate Systems Engineer Jobs

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 streaming, 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.

The Operations Associate System Engineer is responsible for providing Operations service management, oversight, and technical expertise for Atlassian solutions as well as potentially additional services in the End User Technology stack of services. The candidate will directly support services/platforms for in-scope services/platforms to maintain a highly reliable service and drive service improvement initiatives. The candidate will actively participate in the Incident, Request, Change and Problem processes for in scope services, directly interfacing with customers and IT peers to resolve issues and fulfill required work. Additional focus will be on restoring service-related outages and assisting with root cause analysis. The candidate will work in conjunction with the Engineering and Service Management teams for in scope services with a focus on continuous service improvement.

Responsibilities include ensuring adherence to defined service levels and completion of approved work for in scope services. Additionally, this position will help drive service improvement initiatives based on gaps identified through analysis, monitoring, analytics and by our customers. The position is an active member of the Messaging and Collaboration service team focused on Operations, but also will assist and provide input into the design, evaluation, testing and implementation of the portfolio. Position will also be responsible for ensuring operational sustainability by driving the development, testing, evaluation, implementation, and approval of service-related change management activities for in scope services. Improve service performance & availability while optimizing the availability and delivery of the Services to deliver cost-effective improvements that deliver tangible benefits to the business. This role will also help represent the Operations organization in a wide array of IT application and infrastructure projects. The role with work closely with Security and Identity teams to drive outcomes and delivery Operational services.

For in scope services, participation in on call rotations providing 24x7x365, first point-of-contact support for major incident response & recovery that consistently and reliably triages incidents, applies recovery procedures, and restores steady-state operations. Review KPIs to identify when availability achievements meet or exceed targets and when they fall short. Make recommendations on technology improvements across the collaboration platform. Create reports and metrics on service status and progress to Management on a consistent basis.

In addition to the functional responsibilities, the Operations Associate System Engineer will be a key member of a high performing team. This includes working with contract and service provider resources, along with Disney Cast Members, therefore it is important to understand the different approaches required to interact with, motivate and ultimately guide key resources.

Responsibilities

• Participate in assigned projects
• Present technical issues, solutions and project status to senior software engineers and managers
• Participate in on call rotations providing 24x7x365, first point-of-contact support for major incident response, recovery and root cause analysis
• Operational support for Atlassian products (Jira, Jira Service Desk and Confluence) including responding to customer requests, managing changes, troubleshooting issues and identifying solutions
• Partner with Engineering and Service Management to address security risk/violations and recommend technology improvements
• Assist in the development of engineering designs and tests cases, in partnership with senior software engineers and solution architects

Skills & Experience

• Familiarity with ITIL concepts
• Previous experience setting up, administering, and supporting Atlassian products (Jira, Jira Service Desk and Confluence)
• Customer service orientation with demonstrated experience building strong relationships with internal or external stakeholders
• Experience creating basic dashboards and filters
• Strong communication, writing, and presentation skills.
• Experience researching and managing 3rd party add-ons for JIRA and Confluence
• Ability to maintain multiple JIRA and Confluence environments per Atlassian best practices.
• Scripting skills - ability to automate basic tasks with scripts
• Technology background or applicable technology skills
• Basic understanding of the software development lifecycle and the agile methodology

Education

Bachelor of Science in Computer Science or a STEM related discipline.