Executive Director, Solutions Engineering

The Walt Disney Company

. Lead the Operational Readiness function and own support standards for production services .

Posted 9/19/2026full-timeUnited StatesLead💰 $217,300 - $291,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading operational readiness and support standards for production services, with a strong focus on incident management, change governance, and executive communication. Proven ability to drive operational strategy, manage complex technology environments, and enhance service stability through advanced AI-enabled tools.

Highest-signal resume keywords

Operational Readiness LeadershipIncident Management CommandITIL-Aligned Change ManagementAI-Enabled AutomationGlobal Support Center Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technology OperationsService DeliverySite Reliability EngineeringProblem ManagementChange ManagementOperational ReportingContinuous MonitoringRoot Cause AnalysisEvent CorrelationAnomaly Detection

Soft Skills

Executive PresenceInfluencing OutcomesCalm Under PressureNegotiation SkillsTalent Development

Tools & Technologies

ITSM PlatformsServiceNowAIOps CapabilitiesCloud PlatformsOperational Tools

Certifications & Qualifications

ITIL 4 FoundationSite Reliability CertificationDevOps Certification

Industry Keywords

Consumer-Facing TechnologyMediaStreamingEntertainmentGlobal Support Models

Tech Stack

Tools & technologies

CloudITSMServiceNow

About the role

Key responsibilities & impact

Lead the Operational Readiness function and own support standards for production services
Direct proactive launch planning and change management
Oversee launch readiness reviews, change governance forums, load tests, runbooks, rollback plans, and forward change schedules
Lead the global 24x7 Support Center and continuous monitoring of service health
Lead major incidents and set standards for incident command, escalation, and triage
Own problem management and drive recurring issues to root cause and corrective action
Provide executive escalation and conduct post-incident reviews
Serve as the unifying voice for operational communication across business and technology organizations
Translate complex technical status into timely updates for technical teams, business partners, and senior leaders
Deliver real-time major-event communications and regular operational reviews of service health, change, and risk
Advance AI-enabled operational tools, anomaly detection, event correlation, and intelligent automation
Drive earlier detection, faster coordinated response, reduced manual effort, and improved service stability
Lead executives, managers, and technical professionals directly and through their organizations
Develop and execute the Product & Technology operational strategy
Set performance and service standards and own the function's structure, budget, and results
Build a high-performing leadership team and drive talent development, succession, and operational maturity

Requirements

What you’ll need

Minimum 12 years of progressive experience in technology operations, service delivery, or site reliability
10 or more years of leadership experience
Direct accountability for the operational posture of a large and complex technology environment
Experience leading mission-critical, global technology operations
Experience serving as the executive escalation point during major incidents
Ability to set and enforce ITIL-aligned incident, problem, and change management practices at enterprise scale
Experience owning launch and operational readiness governance for major product launches and platform changes
Ability to build and deliver operational communications and reporting for technical teams, senior leaders, and executive leaders
Strong executive presence and ability to influence and negotiate outcomes
Ability to remain calm and decisive under pressure
Experience developing functional strategy and operating plans, with accountability for structure, budget, and results
Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience
No specific license or certification is required
Preferred: advanced degree such as an MBA or technical master's degree
Preferred: experience in large consumer-facing technology environments, media, streaming, or entertainment
Preferred: experience leading a global, always-on Support Center, network operations center, or command center
Preferred: hands-on experience with AI-enabled detection, event correlation, and intelligent automation
Preferred: experience applying site reliability engineering practices
Preferred: experience managing operating budgets, vendor relationships, and sourcing strategy
Preferred: ITIL 4 Foundation or higher certification
Preferred: site reliability, DevOps, or change management certification
Preferred: relevant cloud platform certifications
Experience with large-scale consumer-facing streaming services, live and on-demand video delivery
Incident management and major incident command
Problem management and root cause analysis
Change management and release readiness
Continuous monitoring, alerting, and observability across metrics, logs, traces, and events
AIOps capabilities, including anomaly detection, event correlation, and intelligent automation
ITSM platforms such as ServiceNow
Operational reporting and executive communication during service-impacting events
Global, always-on support or command center models
Service level objectives and measurement of service health, availability, and reliability
Oversight of vendors and managed service partners

Benefits

Comp & perks

Bonus and/or long-term incentive units may be provided
Medical benefits
Financial benefits
Other benefits dependent on the level and position offered
Primarily on-site / occasionally from home work arrangement