Technical Support Analyst II

Job Posting Title:

Technical Support Analyst II

Req ID:

10160818

Job Description:

Disney Entertainment and ESPN Product & Technology

is at the heart of Disney’s past, present, and future. Disney Entertainment and ESPN Product & Technology is a global organization of engineers, product developers, designers, technologists, data scientists, and more – all working to build and advance the technological backbone for Disney’s media business globally. The team marries technology with creativity to build world-class products, enhance storytelling, and drive velocity, innovation, and scalability for our businesses. We are Storytellers and Innovators. Creators and Builders. Entertainers and Engineers. We work with every part of The Walt Disney Company’s media portfolio to advance the technological foundation and consumer media touch points serving millions of people around the world.

• Here are a few reasons why we think you’d love working here:

Building the future of Disney’s media: Our Technologists are designing and building the products and platforms that will power our media, advertising, and distribution businesses for years to come.

Reach, Scale & Impact: More than ever, Disney’s technology and products serve as a signature doorway for fans' connections with the company’s brands and stories. Disney+. Hulu. ESPN. ABC. ABC News…and many more. These products and brands – and the unmatched stories, storytellers, and events they carry – matter to millions of people globally

• Innovation: We develop and implement groundbreaking products and techniques that shape industry norms and solve complex and distinctive technical problems.

The Business Operations team helps guide and articulate technology strategy and research and is responsible for driving the day-to-day operation of the Product & Technology organization, including project and portfolio management and tracking; organization-level capital, space, and resource management and allocation; process management; technical incident management; and our administrative and workplace experience support team.

• Job Summary:

As a key member of the Disney Entertainment and ESPN Product & Technology team, the Technical Analyst I plays a critical role in supporting global media production and distribution systems. This role serves as the first line of technical engagement, responsible for intake, triage, and resolution of incidents, issues, and service requests, while ensuring seamless collaboration with engineering teams. The selected candidate will be able to leverage problem solving skills to execute the right runbooks to maintain service availability

• Key responsibilities include: - Resolve standard issues and fulfill requests by following documented procedures

• Serve as the initial technical point of contact for customer-reported issues, leveraging strong problem-solving skills to triage and resolve concerns efficiently
• Work with and effectively communicate with Software, Infrastructure, and/or Network Engineers during incidents about necessary solutions to drive issues to resolution
• Closely monitor active incidents, and support engagement of engineering teams to ensure timely resolution of complex technical challenges
• Act as a technical liaison between customers, internal support teams, and product engineering to ensure alignment and transparency throughout the resolution process
• Monitor service‑health and communication channels (Datadog, BigPanda, Teams, email) and raise issues promptly to major incident management or to support teams as necessary
• Document incidents thoroughly in ServiceNow and Jira; maintain ticket hygiene and ensure all fields are correctly filled out
• Participate in training programs to build and enhance technical acumen

The role performs operational protocols using runbooks for supported systems to ensure high service availability and minimal disruptions. An ideal applicant should possess a solid technical background in IT, software, or production support, with problem solving skills to aid in resolving issues.

This role demands swift incident detail gathering and analysis while providing troubleshooting support. Collaboration with engineering for specialized expertise is required. Active participation in incident management to ensure comprehensive documentation and lifecycle tracking for efficient issue resolution is vital. This role supports high service availability while minimizing disruptions across critical systems.

• Responsibilities and Duties of the Role:

Incident Intake & Escalation

• Serve as the main point of contact for handling incidents reported by stakeholders by capturing incident details through phone calls, chat, or monitoring.
• Analyze incidents thoroughly to understand their scope and impact; work tickets, triage, and/or escalate as necessary.

• Collaborate with technical support teams, engineering, and support teams to ensure incidents are resolved quickly.

Documentation, Incident Tracking and Reports, & Training

• Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed.
• Participate actively in incident management processes, documenting and tracking incidents throughout their lifecycle.
• Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base.

Monitoring

• Monitor various service-health platforms and stakeholder communication platforms like Teams, Datadog, BigPanda, email, etc.

• Proactively identify and address potential issues or performance bottlenecks.

• Required Education, Experience/Skills/Training:

Basic Qualifications

• 1+ years of experience in a 24x7 IT call center or helpdesk role
• Knowledge of ITSM tools such as ServiceNow, PagerDuty, and JIRA
• Hands-on experience fulfilling user service requests and leveraging problem solving skills to troubleshoot front-line technical issues
• Ability to work well under pressure and manage priorities with urgent deliverables
• Strong communication and interpersonal skills for effective stakeholder, peer interaction, and collaboration with other teams

Preferred Qualifications

• ITIL v3 or ITIL v4 Foundation Certification
• Experience with observability tools such as Datadog, BigPanda, Conviva, Grafana, Splunk
• Familiarity with streaming media workflows, broadcast systems, and IT infrastructure
• Familiarity with Major Incident Management, Problem Management, Change Management

Preferred Education

• Bachelor’s degree in computer science, information technology, or related field

Job Posting Segment:

Product Engineering

Job Posting Primary Business:

PE - India Product & Technology

Primary Job Posting Category:

Technical Support

Employment Type:

Full time

Primary City, State, Region, Postal Code:

Bangalore, India

Alternate City, State, Region, Postal Code:

Date Posted:

2026-09-17

• 1+ years of experience in a 24x7 IT call center or helpdesk role
• Knowledge of ITSM tools such as ServiceNow, PagerDuty, and JIRA
• Hands-on experience fulfilling user service requests and leveraging problem solving skills to troubleshoot front-line technical issues
• Ability to work well under pressure and manage priorities with urgent deliverables
• Strong communication and interpersonal skills for effective stakeholder, peer interaction, and collaboration with other teams
• ITIL v3 or ITIL v4 Foundation Certification
• Experience with observability tools such as Datadog, BigPanda, Conviva, Grafana, Splunk
• Familiarity with streaming media workflows, broadcast systems, and IT infrastructure
• Familiarity with Major Incident Management, Problem Management, Change Management