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Job Summary

The Incident Management Specialist will be part of the NBCU Direct-to-Consumer Incident Management team supporting the 24x7x365 ongoing operations of the streaming service.  The Analyst will provide monitoring of the digital platforms to ensure system availability. The analyst ensures that the standard operating procedures are strictly followed for all cases while assisting/triaging in the recovery and process actions on emergency bridges ensuring that incidents are resolved in a timely manner

Job Description

Core Responsibilities

Monitors the availability and performance of the end-to-end systems responsible for the delivery of NBC’s Direct-to-Consumer platforms.Acknowledges system alerts and responds to all communication inputs regarding unplanned service interruptions from customers and internal ITAble to perform effective Incident Management from incident start through resolution, partnering with Engineering and Deployment to determine root cause, and drive rigorous Problem Management to follow through on actions items.Focused on best-in-class reliability engineering and operations methodologies.Focused on reducing alerts and decreasing MTTR.Quickly identifies needed support teams and engages them for triage and resolution activitiesEnsures that incident ticket communication/documentation is accurate, timely, clear, and concise.Develops strong working partnerships built on responsiveness and mutual accountability, with leaders inside and outside of the organizationAssists in Change Management process, reviewing content quality of change requests and ensures that all changes are deployed according to approved schedule

Skills & Requirements:

Bachelor’s degree in Computer Science, Information Technology, or a relevant fieldMinimum 2 year experience working in a digital media business, particularly in an operations roleStrong experience in Application Support and Operations, with Event management, Incident Management, Problem Management, Service Availability Management, and Change Management.Strong understanding of SRE concepts, emphasizing the application of software engineering and should have relevant experience in infrastructure and operational areas.Technical proficient and able to diagnose and debug complex technical issues quickly.Ability to follow established processes and workflows to ensure that all work is completed per group standards.ITIL Foundation Certification or higherExperience with streaming in a direct-to-consumer video business highly preferredKnowledge of video streaming platforms and cloud computing providers a plusExceptional verbal and written communication skills, comfortable communicating with technical and non-technical colleagues and executivesAbility to understand large complex software systems and their interdependenciesEffective at managing multiple issues with conflicting priorities under tight deadlinesHigh attention to detail and accuracyStrong analytical, organizational, and problem-solving skillsStrong customer service orientationDemonstrated ability to handle multiple tasks with little to no forewarningDemonstrated ability to react quickly, lead and perform exceptionally during critical/catastrophic eventsFosters a culture of teamwork, unity, accountability, responsibility and respectEmbraces challenges, displays strong creative flexibility

Employees at all levels are expected to:

Understand our Operating Principles; make them the guidelines for how you do your job.Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.Win as a team - make big things happen by working together and being open to new ideas.Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.Drive results and growth.Respect and promote inclusion & diversity.Do what's right for each other, our customers, investors and our communities.

Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That?s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality ? to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

2-5 Years