Comcast
Technical Incident Response Manager
Comcast, Greendale, Wisconsin, United States, 53129
Comcast
Comcast NBCUniversal creates incredible technology and entertainment that connects millions of people to the moments and experiences that matter most.Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You’ll do the best work of your career right here at Comcast.Job SummaryCOMCAST Technology Solutions is a software technology company, headquartered in Denver, Colorado, USA, that helps TV stations, pay TV operators, content providers, broadband media sites, and mobile businesses solve their unique media management and video publishing requirements. Our Cloud Video Platform (CVP), provided as a service, offers our customers a diverse product catalogue. By leveraging Comcast CVP, our customers can securely manage their digital media, publish their content to viewable on all manner of IP devices, and effectively monetize their content distribution directly to the consumer.COMCAST Technology Solutions has a great opportunity for an Incident Response Manager with a history of leading major incident responses effectively and within an established structure to join our Global Operations team. You will work with operations, professional services, and product engineering to respond to incidents, help them learn from them, and continuously improve CVP.Job DescriptionOur Incident Response Manager (aka Incident Commander) leads and directs the team during major incidents related to the Cloud Video Platform and serves as the problem manager for post-incident review and ongoing management. You will prioritize incidents and manage resources during major incidents to ensure prompt and efficient resolution.This Engineer 2, Engineering Operations role is an Individual Contributor - you will lead teams through incidents, but do not have direct reports. The role is in-office on a hybrid basis, typical business hours during the week and part of an on-call rotation (generally one weekend per 5-6 weeks, with on-call pay).About the teamWe pride ourselves on being a global, diverse, and innovative team with Operations hubs in the United States, London, and Chennai. We foster an environment where employees are empowered to bring forward new ideas. Different perspectives are valued as this drives efficient and effective solutions which benefit the client, the business, and employees.RESPONSIBILITIESLead service incident investigations to resolution in order to ensure service availability of CTS' product offerings 24x7.Ensure all key resources are engaged and focused on remediation.Follow our incident management framework in a consistent manner.Work with a team of incident managers in a follow-the-sun rotation to partner closely with on-call service engineers and engineering leaders around the world.Drive the incident communications strategy and execution across CTS.Drive and rely on key performance measures, which will be critical to validating performance and service health.Partner closely with Product engineers across CTS to promote a culture of operational excellence including hosting regular training as well as reviewing KPIs in rhythm-of-business meetings.Contribute to using and extending the CTS framework to build an incident management toolset.Be a proponent to drive and guide your co-workers to embrace the value of the industry-standard approach of managing incidents.Other duties and responsibilities as assigned.ABOUT YOU4+ years of experience managing technical incidents (such as outages) and running incident management programs, preferably in large-scale global environments.Experience in a high availability SaaS environment.3+ years of experience working with services running in public cloud platforms such as AWS, Azure, or Google Cloud.Understanding of web services (HTTP, Web API, Web protocols).Familiarity with System observability (Datadog or Splunk).Exceptional verbal and written communication skills.ITIL certification will be highly valued.About Our Perks & Benefits:Medical & Dental401(k) Savings PlanGenerous paid time offLife Milestones - from adoption assistance, childcare resources, pet insurance, and more, Comcast supports you at all life stages.Learn more at jobs.comcast.com
Reasonable Accommodation
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request an accommodation.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 EOE/Veterans/Disabled/LGBT employer.SkillsCommunication, Incident Management, Software as a Service (SaaS)CompensationPrimary Location Pay Range: $68,836.63 - $103,254.94EducationBachelor'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.
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Comcast NBCUniversal creates incredible technology and entertainment that connects millions of people to the moments and experiences that matter most.Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You’ll do the best work of your career right here at Comcast.Job SummaryCOMCAST Technology Solutions is a software technology company, headquartered in Denver, Colorado, USA, that helps TV stations, pay TV operators, content providers, broadband media sites, and mobile businesses solve their unique media management and video publishing requirements. Our Cloud Video Platform (CVP), provided as a service, offers our customers a diverse product catalogue. By leveraging Comcast CVP, our customers can securely manage their digital media, publish their content to viewable on all manner of IP devices, and effectively monetize their content distribution directly to the consumer.COMCAST Technology Solutions has a great opportunity for an Incident Response Manager with a history of leading major incident responses effectively and within an established structure to join our Global Operations team. You will work with operations, professional services, and product engineering to respond to incidents, help them learn from them, and continuously improve CVP.Job DescriptionOur Incident Response Manager (aka Incident Commander) leads and directs the team during major incidents related to the Cloud Video Platform and serves as the problem manager for post-incident review and ongoing management. You will prioritize incidents and manage resources during major incidents to ensure prompt and efficient resolution.This Engineer 2, Engineering Operations role is an Individual Contributor - you will lead teams through incidents, but do not have direct reports. The role is in-office on a hybrid basis, typical business hours during the week and part of an on-call rotation (generally one weekend per 5-6 weeks, with on-call pay).About the teamWe pride ourselves on being a global, diverse, and innovative team with Operations hubs in the United States, London, and Chennai. We foster an environment where employees are empowered to bring forward new ideas. Different perspectives are valued as this drives efficient and effective solutions which benefit the client, the business, and employees.RESPONSIBILITIESLead service incident investigations to resolution in order to ensure service availability of CTS' product offerings 24x7.Ensure all key resources are engaged and focused on remediation.Follow our incident management framework in a consistent manner.Work with a team of incident managers in a follow-the-sun rotation to partner closely with on-call service engineers and engineering leaders around the world.Drive the incident communications strategy and execution across CTS.Drive and rely on key performance measures, which will be critical to validating performance and service health.Partner closely with Product engineers across CTS to promote a culture of operational excellence including hosting regular training as well as reviewing KPIs in rhythm-of-business meetings.Contribute to using and extending the CTS framework to build an incident management toolset.Be a proponent to drive and guide your co-workers to embrace the value of the industry-standard approach of managing incidents.Other duties and responsibilities as assigned.ABOUT YOU4+ years of experience managing technical incidents (such as outages) and running incident management programs, preferably in large-scale global environments.Experience in a high availability SaaS environment.3+ years of experience working with services running in public cloud platforms such as AWS, Azure, or Google Cloud.Understanding of web services (HTTP, Web API, Web protocols).Familiarity with System observability (Datadog or Splunk).Exceptional verbal and written communication skills.ITIL certification will be highly valued.About Our Perks & Benefits:Medical & Dental401(k) Savings PlanGenerous paid time offLife Milestones - from adoption assistance, childcare resources, pet insurance, and more, Comcast supports you at all life stages.Learn more at jobs.comcast.com
Reasonable Accommodation
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request an accommodation.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 EOE/Veterans/Disabled/LGBT employer.SkillsCommunication, Incident Management, Software as a Service (SaaS)CompensationPrimary Location Pay Range: $68,836.63 - $103,254.94EducationBachelor'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.
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