JOHN CASTILLO
Bristol,Connecticut
Summary
Operations and Incident Management specialist with over 10 years supporting large-scale, mission-critical digital platforms across media and streaming. Experienced in Tier 1–3 support across multiple domains, incident escalation, user-friction analysis, documentation, and training. Skilled in translating support data into actionable insights, managing ticket backlogs, and scaling team effectiveness. Military NCO background adds discipline, structured problem-solving, and operational reliability—well aligned with Netflix TEDS in Studio Production and Production Planning.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Incident Manager II / Global Streaming Technology
Peacock
Stamford, CT
12.2011 - Current
- Manage a team of platform operations analysts providing 24/7/365 monitoring and support for Peacock, SkyShowtime, Showmax, and NOW/WOW.
- Support Studio Production and critical studio applications, providing Tier 2/3 escalation resolution.
- Lead real-time incident response, triage, and resolution for high-impact production incidents; manage P1/P2/P3 incident bridges.
- Act as internal handoff for Support Specialists to deepen learning and resolve complex bugs/issues.
- Provide training, documentation, and coaching for Tier 1 staff and new hires; member of Runbook/Documentation team creating domain-specific knowledge resources.
- Curate ticket backlog across multiple systems; incorporate stakeholder feedback to improve operational processes.
- Analyze trends, monitor telemetry, and identify recurring issues to drive operational and product improvements.
- Author SOPs, knowledge base content, and onboarding documentation; support feature testing, bug bashes, and operational initiatives.
- Produce Root Cause Analyses (RCA) for major incidents; partner with Problem Management to track long-term remediations.
- During peak times or low staffing, lean into general support queue (P4) to maintain SLA coverage.
- Maintain awareness of platform interdependencies, upcoming releases, and ecosystem changes impacting production workflows.
Technology & Ops Analyst II
The Walt Disney Company
04.2019 - 12.2021
- Supported global digital media distribution for ESPN, Disney, ABC, and ABC-affiliated channels, including live sporting events.
- Provided Tier 1–3 support for Studio Production and critical studio applications, including video delivery, CDN, encoding, CMS, APIs, ad insertion, and player apps.
- Acted as internal handoff path for Support Specialists to resolve complex domain-specific issues; provided training, documentation, and coaching for new hires and Tier 1 staff.
- Led critical-room operations during service-impacting events; coordinated resolution with Engineering, Media Operations, and Product teams.
- Escalated unresolved issues to Engineering and drove incident resolution to maintain service reliability.
- Curated ticket backlog across multiple systems and improved operational workflows through trend analysis and insights.
- Authored SOPs, workflow guides, onboarding documentation, and knowledge base content to scale team effectiveness.
- Participated in feature testing, bug reviews, supportability assessments, and cross-functional operational initiatives.
- During high-demand periods, handled P4 tickets to ensure consistent service levels and uninterrupted content delivery.
System Engineer 1
Atos
Hartford, USA
11.2015 - 04.2019
- Provided multi-tier technical support with afocus on escalations, documentation, and workflow reliability.
- Investigated and resolved complex technical issues, collaborating with engineering and cross-functional teams.
- Authored process documentation and SOPs to improve support efficiency and reduce repeat incidents.
- Assisted in creating knowledge resources for Tier 1 support staff, enhancing team capability.
Air Transportation Specialist - TSgt (Supervisor)
U.S. Air Force Reserve
Chicopee, USA
07.2023 - Current
- Supervise personnel executing mission-critical workflows; provide training and operational guidance.
Motor Transport Operator - SSG (Platoon Sergeant)
US Army
Chicopee, USA
04.2012 - 05.2023
- Led logistics operations in high-tempo environments; managed documentation and planning.
Education
High School - Information Technology
Crosby High School
Waterbury, CT01.2011
Computer Info Systems Tech - Computer Science
Naugatuck Valley Community College
Waterbury, CTSkills
- Tier 1–3 Support Across Multiple Domains
- Ticket Backlog Curation & ITSM Hygiene
- Domain Ownership & SME Development
- Production & Streaming Workflow Support
- Support for Studio Production & Critical Studio Applications
- User Friction Analysis & Trend Insights
- Knowledge Base & Help Center Content
- Documentation, SOPs & Training Enablement
- Incident Management (P1–P3), RCA & PIRs
- Cross-Functional Collaboration & Structured Communication
- Training/Documentation/Coaching for Tier 1 Support and New Hires
- Escalation Resolution and Engineering Collaboration
- Data Analysis & Insight-Driven Process Improvement
Certification
- Incident Management Training for IT Operations - Level 1
- Incident Responder Certification
- IT Service Management with ITIL 4 Foundation Course
- Introduction to Service Management with ITIL 4
- Soft Skills for Technical Professionals
- ACMT Mac Certified Technician
- Mac OS troubleshooting Certified
Military Education
- Basic Leader Course (BLC)
- Advanced Leader Course (ALC)
- Air Force - Noncommissioned Officer Academy (NCOA)
- Principles of Air Transportation (PATM Leadership Course)
Military Awards
- 5 Army Achievement Medal (AAM)
- 1 Armed Forces Reserve Medal (AFRM)
- 3 Army Reserve Components Achievement Medal (ARCAM)
- 2 Non-Commissioned Officer (NCO) Professional Development Ribbon
- National Defense Service Medal (NDSM)
- Army Service Ribbon
Timeline
Air Transportation Specialist - TSgt (Supervisor)
U.S. Air Force Reserve
07.2023 - Current
Technology & Ops Analyst II
The Walt Disney Company
04.2019 - 12.2021
System Engineer 1
Atos
11.2015 - 04.2019
Motor Transport Operator - SSG (Platoon Sergeant)
US Army
04.2012 - 05.2023
Incident Manager II / Global Streaming Technology
Peacock
12.2011 - Current
High School - Information Technology
Crosby High School
Computer Info Systems Tech - Computer Science
Naugatuck Valley Community College