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.

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