Quality Experience Analyst II

Job Summary

On any given day at Disney Entertainment & ESPN Technology, we're reimagining ways to create magical viewing experiences for the world's most beloved stories while also transforming Disney's media business for the future. Whether that's evolving our streaming and digital products in new and immersive ways, powering worldwide advertising and distribution to maximize flexibility and efficiency, or delivering Disney's unmatched entertainment and sports content, every day is a moment to make a difference to partners and to hundreds of millions of people around the world.

• Building the future of Disney's media business: DE&E Technologists are designing and building the infrastructure that will power Disney's media, advertising, and distribution businesses for years to come.
• Reach & Scale: The products and platforms this group builds and operates delight millions of consumers every minute of every day – from Disney+ and Hulu, to ABC News and Entertainment, to ESPN and ESPN+, and much more.
• Innovation: We develop and execute groundbreaking products and techniques that shape industry norms and enhance how audiences experience sports, entertainment & news.
  
  
  

Engineering Services designs, builds, and sustains technology that powers DE&E Technology's worldwide content production and distribution platforms. In doing so, they contribute to a series of cross-functional services and technologies, including Quality Assurance, Data Analytics, Software Development, Broadcast Infrastructure, and Networking & Security.

We strive to be a diverse team, passionate about great technology applied creatively to solve complex business problems. We are a motivated team that is committed to lifelong learning and improving, both in and out of the office. We strive to be flexible and adaptable to change both in how we execute projects and in the technologies we use to deliver our solutions. We care about the details because every pixel, every line of code, and every user interaction with our products determines whether we are delivering on our commitment to producing the very best products possible. You'll be joining a talented team that works interdependently toward aggressive goals to deliver technically sound solutions. We work to ensure that we share both accountability and credit as a team. We often include our users as part of our team and we work to connect with them on a human level, understanding their world, so we can deliver software that they love to use.

We are looking for a technical analyst to join our Digital Experience Operations team. In this role you will ensure a successful fan experience via technical analysis when consuming varying forms of digital distribution. This includes but is not limited to highlight, long form video on demand, live audio networks, live audio events, live video channels, and live video events.

This role requires acute attention to detail and a deep knowledge of operational workflows, incident management methodologies and operational remediation and analysis. You will use internally developed tools in combination with commercial services and engineering partnerships to diagnose, troubleshoot, and resolve any issues as proactively as possible for content that is distributed and consumed globally.

Responsibilities

• Perform required technical analysis needed for identifying, monitoring, escalating, triaging and driving remediation of fan facing issues
• Contribute to response, escalation, triage, correlation and executive summarization of digital quality of experience
• Drive response, escalation, triage, correlation and executive summarization of digital quality of experience
• Contribute to the development of standard operating procedures supporting new products, events, initiatives and software
• Participate in required conversions and collaboration across engineering and management teams with a focus on operational improvements
• Troubleshoot, resolve, document and communicate at an executive level during fan facing outages.
• Perform analysis and KPI monitoring as required to understand the consumers digital experience and the quality of our applications for our fans
• Provide regular updates on major technical modifications and problems and recommend specific corrective actions based on your analysis
  
  
  

Basic Qualifications

• Minimum of 2 years of hands-on operational or relevant experience with a passion for driving best in class consumer experience
• Willingness to take challenges head-on while being part of a team
• Ability to function as a liaison between business and engineering teams, using appropriate terminology and a communication style that resonates across a diverse group of stakeholders.
• Demonstrates an understanding of product and technology ecosystems.
• Excellent written and verbal communication skills including experience preparing executive-level presentations and ability to communicate anywhere from the team level to C-level executives.
• Technical operational excellence and systems integration as they relate to Technology
• Strong organizational, multi-tasking, communication and troubleshooting skills
• BA or BS in related area of study; or equivalent work experience
  
  
  

Preferred Qualifications

• 1-2+ years’ experience in streaming video or digital product quality analysis
• Understanding or configuration experience in the content distribution network space
• Experience with various observability products, digital video quality and analytics tools (Conviva, Datadog, Grafana, New Relic)
  
  
  

The hiring range for this position in New York is $73,300 to $98,200 per year and in Seattle is $76,600 to $102,700 per year based on a 40 hour work week. The amount of hours scheduled per week may vary based on business needs. 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.