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Job Information
Job title

Senior Technical Specialist

Company The Walt Disney Company - Corporate
Wage between $0.00 - $0.00 Annually
Location United States, California, Burbank
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel None
Published on 9/29/2008
Description
Under the direction of the Sustainment Manager, the Senior Technical Specialist is responsible for system sustainment activities and tasks required to keep those systems functional, including any enhancements via the Work Request process, changes via the change control process, break-fix issues, and all other technical support matters. It is envisioned that all systems supported, enhanced, repaired, etc. (e.g. in-house custom, vendor package, internally or externally hosted) will have a designated Senior Technical Specialist.

The Senior Technical Specialist works closely with Business Technology Partners (BTPs) and in partnership with the various vendors and BTPs, and is responsible for system sustainment by maintaining service functionality of the system(s). The Senior Technical Specialist is responsible for taking ownership and driving all issues to resolution. The Senior Technical Specialist provides this service by identifying, coordinating, and collaborating with the appropriate technical resources in tandem with the Sustainment Manager. A Senior Technical Specialist therefore, requires a complete understanding of the components and interactions of the system(s) and is capable of sound professional judgment when making technical or tactical decisions, all the while maintaining a customer service oriented demeanor and commitment to resolution.

Roles and Responsibilities

? Communicates with key stakeholders
  • Reports status weekly to Manager of Technical Sustainment and respectiveTechnical Sustainment Team Lead
  • Serves as a point of contact for status
  • Communicates status as required to applicable technical resources

    ? Takes ownership of, and responsibility for the successful resolution and completion of the assigned task, project, incident, or approved request from initiation through to delivery and production support

    ? Takes ownership of, and responsibility for system sustainment - maintaining service functionality, installing patches, software and hardware upgrades, change requests, testing, and restoration of the system and applications.
  • Serves as a point of contact for technical system issues:
    o Provides Technical Sustainment team Lead and Sustainment Manager with Service Center incident information such as group members, support hours, and on-call details
    o Repairs and restores the system and applications as required with Data Center, Security, Database Administrators, and other technical resources
    o Is accountable for problem resolution through to completion, driving “root-cause analysis” as evidenced by business partners’ user acceptance
    o Partners with Business Analyst and/or Project Manager to address or escalate any requests or incidents using appropriate resources among our key stakeholders
    o Coordinates database administrative services as required for sustainment activities
    o Serves as primary technical representative of system(s) when included in IT driven initiatives
  • Consults with a member of the ADS Architecture team in cases where a proposed enhancement or upgrade may require a further analysis of the current technical infrastructure and architectural direction
  • Coordinates, assists, and manages software upgrades, change requests, releases, and installation of patches in conjunction with the appropriate resources
    o Proposes, designs, estimates, develops, and implements technical solutions for work requests
    o Partners with Business Analyst and/or Project Managers to coordinate Business Partner agreement on scheduled date and time to install patch or upgrade.

    ? Coordinates operational infrastructure support activities in conjunction with the appropriate resources as required
  • Monitors, measures, and researches stakeholders’ adherence to documented EIT policies and procedures regarding the system(s)

  • Requests services from outsource partners via Request For Service (RFS), such as but not limited to:
    o Arranging, coordinating, and verifying server reboots as required
    o Arranging, coordinating, and verifying data backups/restore tests as required
    o Confirming and maintaining Service Center support parameters including but not limited to on-call escalation lists and support schedules

    ? Proposes, designs, estimates, develops, and implements technical solutions

    ? Creates task lists providing step-by-step responsibilities for Work Request Forms (WRF), comprised of:
  • Activities (Tasks)
  • Resources
  • Schedule dates
  • Estimated hours per activity

    ? Attends meetings and conference calls as needed (EIT, Business Partners, vendors, outsource partners)

    ? Creates or updates technical system documentation as required, including but not limited to:
  • Technical procedures
  • Technical design documents
  • Comments and remarks from programming code and scripts
  • GCSC triage documents
  • Production Change Forms (PCF)
  • Technical Sustainment Guides

    Competencies

    ? Technical Competencies
  • Demonstrates comprehensive knowledge and application of .NET, Windows, SQL Server, IIS, Object Oriented Technology, end-to-end testing of applications - Required
  • Demonstrates comprehensive knowledge and application of standard software development lifecycle methodologies – Required
  • Knowledge of Web Services, XML, HTML, Crystal Reports, and WEB Apps in general (Highly preferred)
  • Possesses knowledge of ITIL, CMM, Cobit, and Six Sigma (highly preferred)

    ? Non-Technical Competencies:
  • Strong verbal and written communication skills - Required
  • Possesses strong analytical and problem solving skills - Required
  • Demonstrates strong partnering skills - Required
  • Strong organizational and time management skills - Required
  • Must be able to work on/manage multiple tasks concurrently - (highly preferred)
  • Must be able to work in a time-critical environment and be decisive when faced with complex problems - (highly preferred)df-tc

    Experience/Skills
    • Demonstrates comprehensive knowledge and application of .NET, Windows, SQL Server, IIS, Object Oriented Technology, end-to-end testing of applications - Required
    • Demonstrates comprehensive knowledge and application of standard software development lifecycle methodologies – Required
    • Knowledge of Web Services, XML, HTML, Crystal Reports, and WEB Apps in general (Highly preferred)
    • Possesses knowledge of ITIL, CMM, Cobit, and Six Sigma (highly preferred)

    Other desired skills:
    Senior Technical Specialist system sustainment
    •