The Live Orchestration Department at DE&E Technology consists of agile and responsive teams of technicians that perform the daily processes and procedures required to run our live and on-demand streaming video products. The department’s responsibilities consist of round-the-clock support for these products, ensuring proper functionality across all platforms.  Oversight includes both Linear and Event based content, hands-on operational and procedural support for our products, including system health monitoring and incident management, in addition to live and VOD streaming media orchestration, metadata/guide accuracy, and rights application using proprietary software. 

Possessing sophisticated in-depth workflow knowledge, operational experience, and sound judgment, the Supervisor, Streaming Media Operations will: 

• Guide and manage team of Leads and Operators in the orchestration of live and on-demand content for playback on streaming platforms including Disney+, ESPN, and Hulu + Live TV, ensuring the availability and quality of media, schedule, and rights data. 

• Execute routine workflows and support actions as part of shift responsibilities, assisting the team with covering all required duties. 

• Demonstrate a mastery of troubleshooting techniques and an ability to think creatively about solutions to complex data problems, especially in the service of real-time remediation of service outages in high pressure, time-sensitive situations. 

• Coach the shift to ensure smooth, continued operations across time zones and regions, and mentor reports to meet goals and deadlines. 

• Serve as an expert in the planning, implementation, and operationalization of processes for new technology, as well as providing support to Engineering, Product, Business, and other teams as needed. 

• During high-priority incidents, serve as a Subject Matter Expert (SME), driving quick resolution, providing feedback, and implementing changes to SOPs as necessary. 

• Work with US-based managerial team to plan shift schedules for individual contributors and ensure staffing needs are met. 

This role is a remote role, supporting a shift covering overnight US hours, and most hours will have minimal overlap with US-based engineering teams. 

- Focus on major areas of work, typically 20% or more of role 

Coach, manage, and develop staff for linear streaming operations across multiple Disney streaming products, including Disney+, ESPN, and Hulu + Live TV, ensuring staff is operating at a high level to maintain content availability and quality. 

25% of time
 

Use proprietary software to execute operational actions in both standard and emergency scenarios, impacting media availability, schedule data, and distribution rights enforcement. 

20% of time

Partner with Operations, Engineering, Product, Business, and other teams to define and intake support requirements for linear streaming operations, including new feature launches and custom workflows. 

20% of time

Use best practices and knowledge of internal or external business issues to improve products or services. 

20% of time

Maintain and update team wiki/knowledge base with new information and SOPs, as well as ensure that team shift reports are clear and useful to the team and leaders. 

15% of time