Technical Support Analyst

Senior Technical Analyst (SupportCenter)!!

Role: Senior Technical Analyst (Support Center)

Location: Bangalore only

Exp: 3-7 yrs

Required Education, Experience/Skills/Training:

Minimum and preferred. Inclusive of Licenses/Certs (include functional experience as well as behavioral attributes and/or leadership capabilities)

Basic Qualifications

• 3+ 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 troubleshooting front-line technical issues
• Ability to work well under pressure and manage priorities with urgent deliverables
• Excellent communication and interpersonal skills for presenting needs, challenges, and solutions to teams, partners, and stakeholders
• Ability to deliver high-quality results in a heavy multitasking environment
• Experience leading peers as well as working with minimal supervision
• ITIL v3/v4 Foundation Certification

Preferred Qualifications

• 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

Required Education

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

The Solutions Engineer II - Senior Technical Analyst role is a pivotal part of Disney Entertainment and ESPN Product & Technology's global media production and distribution systems. The selected candidate will coordinate the resolution of support issues, serving as the primary contact for handling support calls, tickets, and web forms related to critical business applications, streaming workflows, and satellite/broadcast systems.

Key responsibilities include:

• Lead Tier 1 support and act as incident manager for low-priority issues
• Closely monitoring critical incidents and promptly escalating complex issues to higher support tiers
• Act as a bridge between affected users and business leadership
• Review and update runbooks and technical documentation
• Mentor analysts and coordinate peer training and onboarding

The role oversees operational protocols and runbooks for supported workflows, systems, and applications to ensure high service availability and minimal disruptions. An ideal candidate should have a solid technical background in IT, software, or production support.

This role requires swift incident detail gathering and analysis while providing Tier 1 troubleshooting support. To ensure the smooth running of operations, the role requires collaboration with stakeholders and engineers to update runbooks and leverage their specialized expertise. The role requires an active role in incident management by ensuring thorough documentation and continual tracking of issues throughout the incident lifecycle. This role is crucial in maintaining high service availability and minimizing disruptions.

The role also assists junior team members in handling and escalating more complex incidents appropriately, as well as fulfilling requests utilizing internal runbooks.

Interested and eligible candidates can apply !!!