Manager, Production Technologies

The Production Technologies team is responsible for day-to-day Enterprise Technology Services solutions. The team collaborates with production/broadcast teams and creative groups with the guidance from the manager to ensure the broadcast / media engineering workflows are up and functional, manage hardware of control rooms as well as end user devices and provide on site support for Disney Global Network infrastructure. The teams support the daily operations of media, live show productions and broadcast/screaming of products through various distribution channels. The teams also engage in gathering new system/network operational requirements, assemble plans for completing and implementing a design, document and execute on that plan in order to meet the ever-changing technology requirements of studio environment.

The team members are required to have knowledge of media production work flows, keep abreast of new broadcast technologies and methodologies that aid in the productivity and reliability of the content production workflows and have excellent technical and interpersonal skills and the commitment to supporting Disney values and the success. 

As a Manager, Production Technology, this role will oversee daily service and support operations for broadcast/creative groups at ESPN Hollywood Park, CA. This position will be working closely with leaders from multiple business groups (Production Ops, Broadcast Ops, Media engineering and Marketing), strategize projects and coordinate changes to ensure disruption free broadcast environment. This position will perform analysis, evaluation, architect and implementation of enterprise solutions such as Workflow implementation, LAN/WAN infrastructure, Wireless Infrastructure, Cloud Applications supporting creative/business processes and operations with the guidance of Sr Manager of Technical Services & System Engineering. This manager will ensure engineered and implemented solutions and processes are aligned with Enterprise Technology standards, priorities and goals.

This role will manage onsite System Engineers to ensure quality service and operational performance and provide regular updates/feedback to the Sr Manager. 

 Responsibilities

• Service Strategy & Delivery: Define and manager Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure IT support functions are highly responsive.
• Incident & Problem Management: Oversee the resolution of major technical outages and implement root cause analysis to prevent repeating issues.
• Team Leadership: Manage, mentor, and build high-performing technical support and service teams.
• Budget & Vendor Management: Monitor operational budgets, negotiate contracts with third-party vendors, and allocate resources efficiently.
• Continuous Improvement: Consistently analyze operational metrics and user feedback to enhance workflow efficiency and upgrade existing infrastructure

Services and Solutions

• Facilitates and PMs any production technology projects including but not limited to streaming network infrastructure implementation, wireless radio infrastructure implementation, server maintenance and upgrade, voice upgrade/support.
• Participates in planning for the system infrastructure, participates in evaluating new technologies, in researching network and system configurations for future implementation.
• Engages with clients to establish the requirements/needs, design & present the solution and propose/execute the procurement/install/commission/test/train plan.

Production/Creative System Support

• Provides production/creative workplace support including incident resolutions, change hypercare for production/creative systems
• Provides asset management, patch/upgrade management, software installations/troubleshooting and general Q&A across PC, Mac, Smartphones, Tablets, and Peripherals.
• Performs infrastructure management / maintenance tasks
• Manages phones and conference rooms
• Performs user administrations
• Performs user management tasks for internal gueset network.
• Oversees provision of access to internal streaming services. Performs account administration tasks of user account creation and scheduling as well as onsite service request for streaming as needed.
• Works with the leadership to execute Asset Management / Procurement across the board for Disney production groups
• Manages and implements Network services for production workflows.
• Responds to system/network outages, malfunctions and related technical problems and conduct diagnostic testing, and participate or collaborate with other teams in identifying/resolving the problems.
• Manages and supports network infrastructure services for multiple locations.
• Partners with other technology teams across the organization and also with external IT partners to function as technical liaison to carry out implementation and resolution.
• Organizes and executes office moves and asset reallocations
• Performs OS imaging tasks and maintains standards for all platforms for studios
• Performs preventative maintenance on all systems and equipment in order to ensure optimum performance.
• Application deployment / management including Creative Cloud
• Event support
• Printer management
• After hour / weekend support as needed.

Required Qualifications

• 8+ years of relevant experience with atleast 3 in management. Experience in IT service management, system administration, or leading technical support operations.
• Bachelor's degree in Computer Science, Information Systems, Software, Electrical or Electronics Engineering, or comparable field of study, and/or equivalent work experience
• Deep understanding of Information Technology Infrastructure Library (ITIL) principles.
• Familiarity with modern IT Service Management (ITSM) and ticketing platforms such as ServiceNow and Jira Service Management.
• Exceptional ability to translate complex technical jargon into actionable business terms for non-technical stakeholders
• Entertainment industry /broadcast experience preferred
• Exceptional time management and organizational skills
• Excellent leadership skills to guide and inspire their team
• Communication skills to interact with both stakeholders and team members
• Exceptional knowledge of IT systems and software development
• Strong attention to detail
• Ability to multitask
• Ability to work under pressure and manage multiple teams at once to meet deadlines

Prefered Qualifications

• Industry certifications (e.g., ITIL 4 Foundation or Master, PMP) highly preferred

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PAY TRANSPARENCY

The hiring range for this position in Los Angeles, CA is $141,900 - $190,300 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

This position is with Disney Worldwide Services, Inc., which is part of a business we call The Walt Disney Company (Corporate).

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Disney Worldwide Services, Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

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