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Disney's strong brand, Bangalore location, and a generalist solutions-engineering manager title increase applicant competition.
Requires 24x7 incident management, ITIL and ITSM tool experience, making background fit highly domain-specific.
Explicit 10+ years, managerial requirement, ITIL certification, and specific ITSM/observability tool experience raise shortlisting strictness.
Lead and manage a global team handling 24/7 operational support including service request fulfillment, incident intake, and major incident management to ensure rapid response and incident mitigation.
Set strategic vision and drive continuous operational improvements through runbook reviews, process enhancements, and team training while maintaining high-quality customer service standards within SLA guidelines.
Serve as primary communication liaison during major incidents with executive leadership and stakeholders, acting as Incident Commander or Executive Liaison when required.
10+ years experience in 24x7 IT call center/helpdesk roles with 5+ years in supervisory or managerial positions.
Bachelor’s degree in computer science, IT, or related field.
ITIL v3 or ITIL v4 Foundation Certification mandatory.
Experience with ITSM tools such as ServiceNow, PagerDuty, JIRA, and observability tools like DataDog, BigPanda, Conviva, Grafana, Splunk.
Experienced leader in high-pressure, mission-critical IT support environments managing 24/7 global teams.
Strong strategic and operational communication skills evidenced by liaison role with senior leadership during escalations and incident management.
Technical background with knowledge of ITSM and observability tools plus familiarity with streaming media workflows or cloud certifications is advantageous.