Manager, Technology Services and Support

This is a Full Time Job

Job Summary:

Marvel Studios has created one of the most powerful brands by bringing memorable, life-changing storytelling to the world through incredible characters like Iron Man, Thor, Black Panther, and Captain America. The Marvel Cinematic Universe multi-film franchises have redefined the genre in building a universe filled with creativity, innovation and collaboration. At Marvel Studios, you will be part of a team that helps propel our legacy into the future with a vision as far-reaching as our stories.

As part of the Walt Disney Studios Technology team you'll be joining a group of seasoned, dedicated technologists solving a range of interesting problems in innovative ways in an exciting and dynamic environment. We're looking for a passionate leader who will manage front-line end-user support for Marvel Studios Animation and Corporate as a part of the Technical Services and System Engineering (TSaSE) team for the Walt Disney Studios! The TSaSE team works directly with the engineering and architecture teams to design, build, implement and support critical Production Systems and Applications. These systems and applications directly impact WDS ability to deliver the high-quality products through all stages of the movie making process!

Responsibilities:
• Directly manage production support analysts who provide front-line end-user support for Marvel Studios animation productions. This includes but is not limited to business office computers and systems, Studio-based tools and processes, PC and Mac client (desktop/laptop) computers and software, printers, e-mail, Remote Access, and connectivity, etc. In addition, you'll provide front-line support for storage as well as assist in front-line support for the Studio's production network (SPN) as it pertains to Marvel Studios.
• Directly manage front-line Tech Support for shared off-site operations and application support (i.e. Marvel Show support, cloud computing, off-site computer centers for disaster recovery and archival, etc.)
• Design, implement and manage a consolidated, Studio-focused 'help desk' function that supports the recording and resolution of problems and service requests submitted by end-users.
• Manage front-line end user support for Marvel Studios executives onsite and remote by the technical support engineer team (TSE).
• Establish, deploy and oversee self-help and on-line training methodologies pertaining to Walt Disney Studios but in conjunction with an overarching strategy in support of WDS, to enable users to easily assimilate and navigate end-user platform changes.
• Work with 3rd party vendors, Studio Technology teams, and the Program Office to ensure timely support as it pertains to Marvel
• Work with Studio Engineering team to assist in architecting, implementing and supporting of systems to the long-term strategic goals of Marvel. Provide requirements to the Architecture team to define the appropriate solutions to support Marvel Studios on site and to provide overarching solutions for WDS as an entity.
• Participate in the designing of the overall SLA paradigms for the Technical Services and System Engineering arm of Walt Disney Studios.
• Assist in authoring and communicating procedures describing how end-users access, leverage and utilize technical support services from the SPT Technology organization.
• Assist in redesigning, process definition, and implementation of Technical Services and System Engineering support across the entire Studio to ensure seamless integration with Studio Technology and DTSS.

Basic Qualifications
• Bachelors Degree and/or equivalent experience
• 8+ years in technical support, engineering or computer systems
• 1+ years management experience
• Experience with production support SLA's and tiered support methodologies
• Knowledge of digital production environments and overall digital production support
• Experience with systems hardware (e.g., firewalls, uninterruptible power supplies, miscellaneous servers, and disk and tape libraries).
• Operating system administration (e.g., Windows, Unix, and Linux)
• Knowledge of large-scale storage backup, disaster recovery, business resumption and load-balancing techniques
• Data Storage technologies (e.g. NAS, SAN, Clustered, Tape) as well as cloud solutions (OneDrive, Teams, AWS, Azure)
• Experience with local and Networked File Systems (e.g. NFS, DFS, NTFS)
• Knowledge in data compression and data integrity tools
• Experience in handling and customizing Data transportation tools like Signiant , Aspera etc
• Knowledge in Data storage and data protection technologies
• Experience with Animation focused applications (e.g. Toon Boom, Flix, KeyShot, Maya)
• Familiarity with security protocols and practices

The hiring range for this position in Burbank, CA is $104,600 to $140,200 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.