**Job Summary:**The Support Operations Manager will manage a staff of 10 to 20 people covering a 24/7 environment and is the primary point of contact for Tier 1 IT support. This team monitors the network, manages unexpected issues and leads triage efforts, plans changes in the environment, and coordinates access and configuration requests for all production platforms including remote deployments that require tracking and remediation.**Responsibilities:**+ Define/refine the service level agreements for the support staff+ Create/refine service catalog for the team+ Set standards for interacting with end users to provide a consistent experience+ Ensure support staff opens/closes tickets and responds to users/clients promptly+ Create and update knowledge library troubleshooting documentation for production systems+ Define/refine communications templates for communications with end users and ensure support staff are communicating consistently+ Define/refine communications templates for change notifications for both end users and technology operations+ Interface between technical and operations teams to understand the impact of changes to the workflow so that they can be planned appropriately+ Facilitate change management process including working with production and technology teams to find appropriate maintenance windows as well as working with the technology teams to ensure change management requirements are met+ Send out communications for any changes or work for both planned and unplanned changes+ Coach and mentor team**Basic Qualifications:**+ Experience working on and managing a support team+ Excellent process management skills+ Excellent written and oral communication skills+ Data-driven leader who has used incident, request and change management systems+ Must be able to work nights and weekends+ Must be able to travel into the NY/NJ Metro locations when needed**Preferred Qualifications:**+ Familiarity with ServiceNow, OpsGenie, and/or Solarwinds or other monitoring tools**Job ID:** 782737BR**Location:** New York,New York**Job Posting Company:** General Entertainment ContentThe Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email .@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.
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