Manager, Technical Incident Management

About the position

The Manager, Technical Program Management for Disney's Direct to Consumer Viewer Experience team is responsible for leading incident response efforts, managing a team of analysts, and ensuring effective communication and collaboration across various stakeholders. This role focuses on overseeing the execution of high-profile incident management programs, driving solutions, and fostering a positive team environment while aligning technical goals with organizational priorities.

Responsibilities
? Lead Incident Response for mass-impacting issues.
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? Manage partnerships with stakeholders and partner teams related to Incident Management.
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? Understand all Viewer Experience ecosystem components including architecture, systems, and tools.
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? Articulate clear problem statements and drive consensus for optimal resolutions across the organization.
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? Architect solutions by defining requirements and determining technical milestones.
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? Align outcomes and drive discussions across a diverse set of stakeholders.
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? Engage with internal and external partners to deliver optimized solutions in Incident Management.
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? Solve challenges and implement positive changes across the organization.
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? Lead execution and delivery of high-profile Incident Management programs and workstreams.
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? Anticipate questions regarding Incident Management needs and address them with stakeholders.
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? Serve as a subject matter expert in Incident Management.
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? Oversee program communication and risk escalation.
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? Provide expertise in interoperability needs within the larger ecosystem.
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? Lead a team of 3+ direct reports and model best practices.

Requirements
? BA/BS or equivalent experience in a technical field.
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? 8+ years in incident management, critical issue engineering, or similar technical operations field, including 5+ years of leadership experience.
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? Experience leading teams in the Incident Management space.
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? Experience managing a technically focused analyst team.
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? Strong understanding of technical architecture for systems and their relationships with surrounding ecosystems.
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? Proven ability to deliver complex technical projects with ambiguous requirements.
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? Experience with issue and project tracking software such as JIRA.
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? Skilled communicator with strong presentation skills and the ability to create engaging presentation decks.
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? Detail-oriented and able to handle sudden chaos while maintaining focus.

Nice-to-haves
? Experience in streaming media and customer service environments preferred.

Benefits