Incident Commander - Singapore - The Walt Disney Company (Corporate)

The Walt Disney Company (Corporate)

Verified Company

Singapore

2 weeks ago

Posted by:

Wei Jie

beBee Recruiter

Description

The Incident Commander will provide operational oversight and leadership and is responsible for restoring services through monitoring, identifying impact and urgency, and incident coordination with the technology organizations across different segments to reduce impact to guest and cast members.

This role will work with engineers and analysts at all levels, and the Incident Commander will interact with computer and software engineers, quality control specialists, infrastructure service leads, segment technologists, executive leadership, and others to ensure service availability, increase efficiency, and establish best practices for the execution and continuous improvement of the Major Incident, Event Management, Change Management, and Problem Management processes within the DTOC.

Additionally, this position will drive service improvement initiatives through proactive monitoring and enhancement actions from identified risks through analytics and problem management.

The Incident Commander engineer is an active member of the service team focused on operations, ensuring the sustainability of operations by contributing to the development, testing, and evaluation of services supported.

Leverage partnerships with the business, customer base, and suppliers to successfully deliver services to meet agreed-upon expectations. Provides 24x7x365 first point-of-contact for centralized incident response and recovery. Provides all core services on a priority basis and with dedicated support to ensure the success of critical events.

Technology Focus

Seasoned technologist who will identify technology and execution challenges in solutions and products offered by Architecture and Engineering teams as well as outside vendors and OEMs.
Must be familiar with complex network topics and availability approaches in an effort to drive performance from all network operations center functions.
Carries and maintains a relevant and uptodate skill set in the areas of x86 hardware technology, Windows, Linux, RISC operating systems, P-Series hardware, SAN, NAS and data protection technologies.
Must have a working knowledge of relevant WAN/LAN technologies, wireless infrastructure, DNS/DHCP, Load-Balancers, WAN Accelerators, Telephony and other network technologies.
Must have a solid understanding of Internet technologies and availability strategies for digital platforms.

Responsibilities:

Perform as the incident commander on service outage calls, orchestrating recovery activities of DTOC and other technology teams to drive fast restoration of service without added risk to the organization, providing command and control of the call
Drive the efficiency and effectiveness of the Event, Incident, Major Incident, Request Fulfillment and Problem Management processes
Partner with suppliers to ensure third parties fulfill their contractual obligations with regard to response, diagnosis, resolution and providing RCArelated information and data
Identify service improvement opportunities through trend analysis, proactive techniques, and afteraction reviews
Elevate any service gaps proactively with leadership
Participate in creating, maintaining, and regularly reviewing department procedures, operational readiness plans and posture, aimed at improving the overall availability of IT services and infrastructure components, to ensure that existing and future business availability requirements can be met. This includes compiling daily operational reports and facilitation of operational readiness calls.
Ensure the DTOC is effectively monitoring available tools and systems for high availability and swift response to potential and actual outage situations
During outage situations consistently provide Situation Reports in a timely fashion, ensure work streams toward resolution are clearly articulated following department procedures, and business impacts are obtained and all communicated
Manage and provide the technical direction of the team to ensure 100% onsite coverage required to effectively support incidents, service requests, proactive health checks and HyperCare services
Perform DR/BCP activities for critical events and emergency onsite response.

Basic Qualifications:

3+ years leading incident recovery with multidisciplined geographically dispersed teams in a Fortune 500 organization
Ability to work under pressure, meet internal and external work schedules and or deadlines and show effective time and crisis management skills
3+ years of experience in either a large IT shared services organization or outsourced environment
Experience with handson support of cloud operations with one or more: AWS, Google Cloud or Azure
Experience working in a 24x7 IT operations environment.
Demonstrated experience with Service and Event Management tools.
Proven experience and understanding of root cause analysis techniques
Proven ability to be detail, deadline, and resultsoriented
Strong leadership skills wi