Incident Response Support Jobs

1 job found

Today

Technical Support Analyst I

Disney Entertainment and ESPN Product & Technology Glendale, CA

Glendale, CA

Today

$60k - $81k/yr Full time Application Support End User Support Help Desk Support

Apply Now

Job Description

Disney Entertainment and ESPN Product & Technology is hiring a Technical Support Analyst I in Glendale, CA for an onsite role. In this position, you will help maintain service availability across important business applications and media systems by handling incident intake, performing Tier-1 triage, and fulfilling requests using established runbooks.

What you’ll do

Act as the first point of contact for support calls, tickets, and other intake requests, capturing incident details via phone, chat, and monitoring channels.
Handle standard issues and fulfill requests by following documented procedures, escalating items beyond scope promptly.
Monitor active incidents and keep an eye on service health to support rapid detection and response.
Monitor service-health and communication channels including Datadog, BigPanda, Teams, and email, raising concerns quickly when needed.
Document incidents thoroughly in ServiceNow and Jira, maintaining strong ticket hygiene by ensuring all required fields are completed correctly.
Analyze incidents to understand scope and impact, then triage, work tickets, and escalate as necessary.
Collaborate with technical support teams, engineering, and media specialists to help resolve incidents quickly.
Operate within ServiceNow, Jira, Confluence, and PagerDuty while ensuring procedures for tracking and reporting issues are followed.
Participate actively in incident management by documenting and tracking incidents throughout their lifecycle.
Contribute to the knowledge base by documenting solutions, best practices, and troubleshooting procedures.
Proactively identify potential issues or performance bottlenecks before they escalate.

Required qualifications

1+ years of experience in a 24x7 IT call center or helpdesk role.
Bachelor’s degree in computer science, information technology, or a related field.
Knowledge of ITSM tools such as ServiceNow, PagerDuty, and JIRA.
Hands-on experience fulfilling user service requests and troubleshooting front-line technical issues.
Ability to work well under pressure, manage priorities, and support urgent deliverables.
ITIL v3 or ITIL v4 Foundation Certification.
Experience with observability tools including Datadog, BigPanda, Conviva, Grafana, and Splunk.
Familiarity with streaming media workflows, broadcast systems, and IT infrastructure.
Familiarity with Major Incident Management, Problem Management, and Change Management.
Strong communication and interpersonal skills for effective interaction with stakeholders and peers.

Tools and systems you’ll work with

ServiceNow, PagerDuty, Jira, Confluence
Datadog, BigPanda, Teams, Conviva, Grafana, Splunk
ITSM tools and supporting incident management environments

Salary: USD 60,300 - 80,800 per year.

Location: Glendale, CA (onsite).

View full job page →

Get Incident Response Support Jobs alerts

New Incident Response Support Jobs, daily.