Technical Support Analyst I

Relha LLC; Glendale, Northern (CA, KY); Hybrid; USD 60,000 - 81,000; Full time

Benefits offered by this job

Bonus program

Job summary

Disney Entertainment and ESPN Product & Technology in Glendale, CA seeks a Technical Support Analyst I to manage incident intake, Tier-1 triage, and request fulfillment across critical media production systems. You will follow runbooks to maintain service availability and document issues in ServiceNow and Jira.

Ideal candidates have IT experience, strong communication, and the ability to work under pressure in a 24x7 environment.

Qualifications

• Bachelor's degree in CS/IT or related field.
• Experience fulfilling user service requests and frontline troubleshooting.
• Strong communication and stakeholder interaction skills.

Responsibilities

• Serve as the main point of contact for incident intake and escalation.
• Document incidents and track in ServiceNow and Jira; maintain knowledge base.
• Monitor service-health platforms and coordinate with engineering teams.
• Provide Tier 1 troubleshooting and escalate as needed.

Skills

Strong communication

Ability to work under pressure

IT support experience

Education

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

Tools

ServiceNow

PagerDuty

JIRA

Job description

Disney Entertainment and ESPN Product & Technology

Technology is at the heart of Disney’s past, present, and future. Disney Entertainment and ESPN Product & Technology is a global organization of engineers, product developers, designers, technologists, data scientists, and more – all working to build and advance the technological backbone for Disney’s media business globally.

The team marries technology with creativity to build world‑class products, enhance storytelling, and drive velocity, innovation, and scalability for our businesses. We are Storytellers and Innovators. Creators and Builders. Entertainers and Engineers. We work with every part of The Walt Disney Company’s media portfolio to advance the technological foundation and consumer media touch points serving millions of people around the world.

Here are a few reasons why we think you’d love working here:

Building the future of Disney’s media: Our Technologists are designing and building the products and platforms that will power our media, advertising, and distribution businesses for years to come.

Reach, Scale & Impact: More than ever, Disney’s technology and products serve as a signature doorway for fans' connections with the company’s brands and stories. Disney+. Hulu. ESPN. ABC. ABC News…and many more. These products and brands – and the unmatched stories, storytellers, and events they carry – matter to millions of people globally.

Innovation: We develop and implement groundbreaking products and techniques that shape industry norms and solve complex and distinctive technical problems.

The Business Operations team helps guide and articulate technology strategy and research and is responsible for driving the day‑day operation of the Product & Technology organization, including project and portfolio management and tracking; organization‑level capital, space, and resource management and allocation; process management; technical incident management; and our administrative and workplace experience support team.

Job Summary:

The Technical Support Analyst I role is pivotal to Disney Entertainment and ESPN Product & Technology’s global media production and distribution systems. This role focuses on incident intake, Tier‑1 triage, and request fulfillment, executing runbooks to maintain service availability and accurate documentation across critical business applications, streaming workflows, and satellite/broadcast systems.

Key responsibilities include:

Serve as the first point of contact for support calls, tickets, and other intake requests

Resolve standard issues and fulfill requests by following documented procedures; elevate beyond scope swiftly

Closely monitor active incidents

Monitor service‑health and communication channels (Datadog, BigPanda, Teams, email) and raise issues promptly

Document incidents thoroughly in ServiceNow and Jira; maintain ticket hygiene and ensure all fields are correctly filled out

Participate in training programs to build and enhance technical acumen

The role performs operational protocols using runbooks for supported systems to ensure high service availability and minimal disruptions. An ideal applicant should possess a solid technical background in IT, software, or production support.

This role demands swift incident detail gathering and analysis while providing Tier 1 troubleshooting support. Collaboration with higher tiers for specialized expertise is required. Active participation in incident management to ensure comprehensive documentation and lifecycle tracking for efficient issue resolution is vital. This role supports high service availability while minimizing disruptions across critical systems.

Responsibilities and Duties of the Role:

Incident Intake & Escalation

Serve as the main point of contact for handling incidents reported by stakeholders by capturing incident details through phone calls, chat, or monitoring.

Analyze incidents thoroughly to understand their scope and impact; work tickets, triage, and/or elevate as necessary.

Collaborate with technical support teams, engineering, and media specialists to ensure incidents are resolved quickly.

Documentation, Incident Tracking and Reports, & Training

Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed.

Participate actively in incident management processes, documenting and tracking incidents throughout their lifecycle.

Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base.

Monitoring

Monitor various service‑health platforms and stakeholder communication platforms like Teams, Datadog, BigPanda, email, etc.

Proactively identify and address potential issues or performance bottlenecks.

Required Education, Experience/Skills/Training:

Basic Qualifications

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

Strong communication and interpersonal skills for effective stakeholder and peer interaction.

Preferred Qualifications

1+ years of experience in a 24x7 IT call center or helpdesk role

ITIL v3 or ITIL v4 Foundation Certification

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 hiring range for this position in Glendale, CA and Santa Monica, CA is $60,300 to $80,800 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.