The Walt Disney Company (France)
About the Role & Team Deliver effective triage, analysis, and resolution of incidents across Disney Parks reservation systems, system stability and minimising business disruption. Provide clear, timely and proactive communication to stakeholders, translating technical issues into business relevant updates and managing expectations throughout. Act as key escalation for 1st line helpdesk support, ensuring incidents are correctly assessed, prioritised and processed. Work under the guidance of Technical Account Manager to serve as a critical link between the technology helpdesk, internal teams, and external partners taking ownership of incidents and driving them throughout the resolution. Prioritise workloads effectively while improving system performance and reliability and drive continuous improvement in incident and support management processes to enhance efficiency and service delivery. This role will be based in our London Hammersmith office, 4 days a week, with either a Monday or Friday working from home. Values You'll join a team grounded in our Disney values - acting with Integrity, welcoming everyone through Inclusion, embracing boundless Creativity, working together through Collaboration and caring deeply for our Community. These values shape how we work and how we support one another every day. What You Will Do Own the end-to-end incident lifecycle including triage, prioritisation, and resolution coordination, identifying trends, recurring issues and proactively reviewing opportunities for permanent fixes. Deliver clear, structured updates during live incidents, outlining impact, timelines and progress to ensure stakeholder alignment and confidence Build and maintain strong relationships with core technology partners to support collaboration on key business objectives Conduct detailed root cause analysis for defects and incidents working with internal teams and 3rd party partners to implement sustainable fixes Manage the flow of incoming helpdesk tickets ensuring they are logged, categorised and tracked appropriately. Escalate issues clearly and appropriately to ensure timely support from relevant stakeholders Deliver consistent, high-quality communication across helpdesk tickets and incidents, ensuring stakeholders are informed of impact, progress, risks and resolution including timelines, tailoring messaging to both technical and non-technical audiences Contribute to the development of system playbooks, knowledge base and incident procedures Participate in testing activities (UAT, integration, regression) with a focus on minimising production risk and ensuring system stability Provide 1st line of systems support for the technology helpdesk to help triage systems incidents, identify and resolve bugs alongside third parties ensuring that the system performance is maintained and meets the business needs Areas of Accountability Accountable to Technology Technical Account Manager Accountable for effective incident triage, escalation, and resolution Accountable for maintaining strong stakeholder communication and trust during service disruption Account able for creating excellent relationships and collaborating effectively with internal and external stakeholder Accountable for providing exceptional customer service in order to successfully execute responsibilities within the scope of the role, providing the best possible support to users Accountable for contributing to team objectives and service performance Required Qualifications & Skills Business analysis and technology systems support background, essential, within travel industry, preferable Experience or exposure to technology support or helpdesk environments with particular focus onproviding effective 1st line support Experience with issue-tracking tools such as JIRA Demonstrable experience of writing clear, comprehensive documentation/specifications Proven experience of building effective relationships with both internal and external stakeholders, both domestically and internationally Solution driven approach to problem solving with the ability to use initiative Exceptional organisation skills and attention to detail with the ability to prioritise effectively and communicate priorities, timelines and dependencies clearly Excellent stakeholder communication skills, with the ability to simplify technical issues Able to work as part of an effective team as well as independently Ability to build and maintain effective relationships with stakeholders at all levels, adapting communication style to suit technical and non-technical audiences Ability to manage multiple tasks within a fast-paced environment, ensuring regular updates to stakeholders are provided Ability to prioritise effectively in a fast paced, high impact environment with competent time distribution skills Analytical and structured problem-solving approach Excellent written and verbal communication skills for business use Computer literate (Word, Excel, Outlook and PowerPoint); Aptitude to learn new systems Knowledge of the Disney brand and products and services the Company offers preferred Knowledge of the Disney brand and products and services the Company offers, with the ability to work within brand guidelines The Perks 25 days annual leave Private medical insurance & dental care Free Park Entry: You will have the opportunity to enter any of our parks with your family and friends for free Disney Discounts: you are entitled to discounts on designated Disney products, resort F&B and ticketing Excellent parental and guardian leave Employee Resource Groups - Disney Mosaic, Disney PRIDE, our disability & neurodiversity focused group - ENABLED, and our Mental Health & Wellbeing Group, TRUST. The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
About the Role & Team Deliver effective triage, analysis, and resolution of incidents across Disney Parks reservation systems, system stability and minimising business disruption. Provide clear, timely and proactive communication to stakeholders, translating technical issues into business relevant updates and managing expectations throughout. Act as key escalation for 1st line helpdesk support, ensuring incidents are correctly assessed, prioritised and processed. Work under the guidance of Technical Account Manager to serve as a critical link between the technology helpdesk, internal teams, and external partners taking ownership of incidents and driving them throughout the resolution. Prioritise workloads effectively while improving system performance and reliability and drive continuous improvement in incident and support management processes to enhance efficiency and service delivery. This role will be based in our London Hammersmith office, 4 days a week, with either a Monday or Friday working from home. Values You'll join a team grounded in our Disney values - acting with Integrity, welcoming everyone through Inclusion, embracing boundless Creativity, working together through Collaboration and caring deeply for our Community. These values shape how we work and how we support one another every day. What You Will Do Own the end-to-end incident lifecycle including triage, prioritisation, and resolution coordination, identifying trends, recurring issues and proactively reviewing opportunities for permanent fixes. Deliver clear, structured updates during live incidents, outlining impact, timelines and progress to ensure stakeholder alignment and confidence Build and maintain strong relationships with core technology partners to support collaboration on key business objectives Conduct detailed root cause analysis for defects and incidents working with internal teams and 3rd party partners to implement sustainable fixes Manage the flow of incoming helpdesk tickets ensuring they are logged, categorised and tracked appropriately. Escalate issues clearly and appropriately to ensure timely support from relevant stakeholders Deliver consistent, high-quality communication across helpdesk tickets and incidents, ensuring stakeholders are informed of impact, progress, risks and resolution including timelines, tailoring messaging to both technical and non-technical audiences Contribute to the development of system playbooks, knowledge base and incident procedures Participate in testing activities (UAT, integration, regression) with a focus on minimising production risk and ensuring system stability Provide 1st line of systems support for the technology helpdesk to help triage systems incidents, identify and resolve bugs alongside third parties ensuring that the system performance is maintained and meets the business needs Areas of Accountability Accountable to Technology Technical Account Manager Accountable for effective incident triage, escalation, and resolution Accountable for maintaining strong stakeholder communication and trust during service disruption Account able for creating excellent relationships and collaborating effectively with internal and external stakeholder Accountable for providing exceptional customer service in order to successfully execute responsibilities within the scope of the role, providing the best possible support to users Accountable for contributing to team objectives and service performance Required Qualifications & Skills Business analysis and technology systems support background, essential, within travel industry, preferable Experience or exposure to technology support or helpdesk environments with particular focus onproviding effective 1st line support Experience with issue-tracking tools such as JIRA Demonstrable experience of writing clear, comprehensive documentation/specifications Proven experience of building effective relationships with both internal and external stakeholders, both domestically and internationally Solution driven approach to problem solving with the ability to use initiative Exceptional organisation skills and attention to detail with the ability to prioritise effectively and communicate priorities, timelines and dependencies clearly Excellent stakeholder communication skills, with the ability to simplify technical issues Able to work as part of an effective team as well as independently Ability to build and maintain effective relationships with stakeholders at all levels, adapting communication style to suit technical and non-technical audiences Ability to manage multiple tasks within a fast-paced environment, ensuring regular updates to stakeholders are provided Ability to prioritise effectively in a fast paced, high impact environment with competent time distribution skills Analytical and structured problem-solving approach Excellent written and verbal communication skills for business use Computer literate (Word, Excel, Outlook and PowerPoint); Aptitude to learn new systems Knowledge of the Disney brand and products and services the Company offers preferred Knowledge of the Disney brand and products and services the Company offers, with the ability to work within brand guidelines The Perks 25 days annual leave Private medical insurance & dental care Free Park Entry: You will have the opportunity to enter any of our parks with your family and friends for free Disney Discounts: you are entitled to discounts on designated Disney products, resort F&B and ticketing Excellent parental and guardian leave Employee Resource Groups - Disney Mosaic, Disney PRIDE, our disability & neurodiversity focused group - ENABLED, and our Mental Health & Wellbeing Group, TRUST. The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
The Walt Disney Company (France)
About the Role & Team Working in a team within Global Digital Studio Operations EMEA, the Client Services Coordinator is responsible for the efficient support of external and internal clients in their day-to-day requests and business requirements. This individual will maintain status reports to monitor and track metrics information for client's dashboards. Demonstrating excellent customer focus and communication skills, e ability to prioritise and remain calm under pressure is essential. The role requires strong time management and administrative skills, and a keen interest in new technologies. This role will be based in our London Hammersmith office, 4 days a week, with either a Monday or Friday working from home. Values You'll join a team grounded in our Disney values - acting with Integrity, welcoming everyone through Inclusion, embracing boundless Creativity, working together through Collaboration and caring deeply for our Community. These values shape how we work and how we support one another every day. What You Will Do Coordinate with the Content Localisation Management (CLM) on material requests for programming teams (descriptive metadata requests translations, etc). Coordinates with the Content Operations Team on material status requests for programming and marketing teams. Contribute to the team and collaborate on specific project and opportunities to improve workflows. Provide support to the team management, including coaching the team, liaising with business stakeholders and organising budget approvals as required. As required working with the project teams on UAT and workflows for WON CMS and any territories involved. Managing various BOX folders and Distribution Lists relating to the role including uploading documents and granting user rights Assist in the end-to-end delivery of marketing materials, and supplementary metadata to clients. Provide support to the business and operational departments I the use of Disney and 3rd Party systems. Required Qualifications & Skills Proficient in following applications: Channel Management Systems preferably WhatsOn, Microsoft Excel, Microsoft Word, Microsoft Outlook Working and communicating effectively with satellite teams Experience in TV Distribution/ Post Production required. Experience of working with New Media clients and platforms. Excellent administrative skills essential. High level of computer literacy essential. The Perks 25 days annual leave Private medical insurance & dental care Free Park Entry: You will have the opportunity to enter any of our parks with your family and friends for free Disney Discounts: you are entitled to discounts on designated Disney products, resort F& and ticketing Disney+ Subscription Excellent parental and guardian leave Employee Resource Groups - Disney DIVERSITY, Disney PRIDE, our new disability & neurodiversity focused group - ENABLED, and our Mental Health & Wellbeing Group, TRUST. The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
About the Role & Team Working in a team within Global Digital Studio Operations EMEA, the Client Services Coordinator is responsible for the efficient support of external and internal clients in their day-to-day requests and business requirements. This individual will maintain status reports to monitor and track metrics information for client's dashboards. Demonstrating excellent customer focus and communication skills, e ability to prioritise and remain calm under pressure is essential. The role requires strong time management and administrative skills, and a keen interest in new technologies. This role will be based in our London Hammersmith office, 4 days a week, with either a Monday or Friday working from home. Values You'll join a team grounded in our Disney values - acting with Integrity, welcoming everyone through Inclusion, embracing boundless Creativity, working together through Collaboration and caring deeply for our Community. These values shape how we work and how we support one another every day. What You Will Do Coordinate with the Content Localisation Management (CLM) on material requests for programming teams (descriptive metadata requests translations, etc). Coordinates with the Content Operations Team on material status requests for programming and marketing teams. Contribute to the team and collaborate on specific project and opportunities to improve workflows. Provide support to the team management, including coaching the team, liaising with business stakeholders and organising budget approvals as required. As required working with the project teams on UAT and workflows for WON CMS and any territories involved. Managing various BOX folders and Distribution Lists relating to the role including uploading documents and granting user rights Assist in the end-to-end delivery of marketing materials, and supplementary metadata to clients. Provide support to the business and operational departments I the use of Disney and 3rd Party systems. Required Qualifications & Skills Proficient in following applications: Channel Management Systems preferably WhatsOn, Microsoft Excel, Microsoft Word, Microsoft Outlook Working and communicating effectively with satellite teams Experience in TV Distribution/ Post Production required. Experience of working with New Media clients and platforms. Excellent administrative skills essential. High level of computer literacy essential. The Perks 25 days annual leave Private medical insurance & dental care Free Park Entry: You will have the opportunity to enter any of our parks with your family and friends for free Disney Discounts: you are entitled to discounts on designated Disney products, resort F& and ticketing Disney+ Subscription Excellent parental and guardian leave Employee Resource Groups - Disney DIVERSITY, Disney PRIDE, our new disability & neurodiversity focused group - ENABLED, and our Mental Health & Wellbeing Group, TRUST. The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.