This role is responsible for decisions related to prioritization and escalation of production events & incidents, technical & business communication on impairments, production service change approval, problem management validation & continuous improvement scoping & prioritization.
The Incident Availability Manager function for On-line/eCommerce, Mobile, Transaction Processing Systems, and in-Park and Experience Systems.
Own the event & incident management process, prioritizing (with business stakeholders), and ensuring the most critical issues are addressed timely and successfully restored.
Drive complex technical problems where analysis of situation requires in-depth evaluation & technical knowledge of all areas driving restoration of service with support teams.
Serve as a consultant and mediator for technical challenges.
Effective communication of issues to engineers & leadership within support teams, and resolutions or work-around to the customer as appropriate.
Serve as final change approver for all high-risk changes to ensure protection of & stability to the production environment.
Own Problem Management validation of known error resolution & final validation – protecting the production environment.
Own Continuous Improvement efforts & partnering with all delivery teams to ensure the segment remains focused on the work necessary to harden our production services.
Partner with the various functions within WDP&R Technology, ensuring rapid response and escalation of technology incidents and impairments.
5+ years of relevant experience in Technology, IT/IS.
Demonstrated experience in customer support for enterprise-scale technology solutions.
Demonstrated expertise in leading triage & integration functions on enterprise-scale solutions.
Demonstrated knowledge of and hands-on experience with high-scale web architectures, patterns, and technologies.
Demonstrated experience in delivering results in a multi-sourced vendor environment, with delivery partners on & off-shore.
Ability to drive change through innovation & process improvement
Demonstrated mastery of IT Service Management processes.
Ability to communicate to executive audiences, and deliver results through influence.