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. , • Manage partnerships with stakeholders and partner teams related to Incident Management. , • Understand all Viewer Experience ecosystem components including architecture, systems, and tools. , • Articulate clear problem statements and drive consensus for optimal resolutions across the organization. , • Architect solutions by defining requirements and determining technical milestones. , • Align outcomes and drive discussions across a diverse set of stakeholders. , • Engage with internal and external partners to deliver optimized solutions in Incident Management. , • Solve challenges and implement positive changes across the organization. , • Lead execution and delivery of high-profile Incident Management programs and workstreams. , • Anticipate questions regarding Incident Management needs and address them with stakeholders. , • Serve as a subject matter expert in Incident Management. , • Oversee program communication and risk escalation. , • Provide expertise in interoperability needs within the larger ecosystem. , • Lead a team of 3+ direct reports and model best practices. Requirements • BA/BS or equivalent experience in a technical field. , • 8+ years in incident management, critical issue engineering, or similar technical operations field, including 5+ years of leadership experience. , • Experience leading teams in the Incident Management space. , • Experience managing a technically focused analyst team. , • Strong understanding of technical architecture for systems and their relationships with surrounding ecosystems. , • Proven ability to deliver complex technical projects with ambiguous requirements. , • Experience with issue and project tracking software such as JIRA. , • Skilled communicator with strong presentation skills and the ability to create engaging presentation decks. , • Detail-oriented and able to handle sudden chaos while maintaining focus. Nice-to-haves • Experience in streaming media and customer service environments preferred.

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