Job Summary
COMCAST 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. Our proven media management and publishing technology provides a versatile approach to meet each customer's unique business requirements. It also scales fluidly to support the growth of our customers' businesses. Customers include British Telecom, Viaplay, Fox, Disney, NBC, Paramount + and numerous others. The team is made up of software and video professionals split between sales/marketing, product engineering, and operations/professional services. We spend our time selling and marketing to customers across the globe. We provide project managers and technical engineers to help our customers implement our technology. We are a dynamic, technology-oriented group; tightly integrated either remote or in person with offices in London, Chennai, Denver, and Philadelphia. 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 Description
Our 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 team
We 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. Our follow-the-sun model provides an established workflow across time zones and promotes both work/life balance as well as business continuity. With supportive leadership and a collaborative team culture, we offer meaningful and challenging work that truly makes an impact. We're proud to support major global streaming events like Formula 1, the UEFA Euros, the Olympics and more.
RESPONSIBILITIES
Lead 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. These metrics include:
Communications speed
Communications quality
Communications accuracy
Stakeholder satisfaction with the communications provided
You can drive programs to improve alert coverage and accuracy, drive down resolution times, work with owners to complete post mortems on a timely basis, and track the aging of repair items, as well as define other incident management- and problem management-related workflows.
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 YOU
Our people are the most important part of our business. We are fundamentally looking for forward-thinking, enthusiastic problem solvers. People who love a challenge, constantly evaluate and question, and above all, love to ship a product that solves real problems. While these characteristics outweigh any specific technical skills, you should be able to demonstrate some of the below:
4+ years of experience managing incidents and running incident management programs, preferably in large-scale global environments.
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)
Previous experience in ICS (Incident Command Systems) framework and familiarity with ServiceNow
You can be a calming voice in a storm that people listen to. You rush towards fires, not away from them.
Exceptional verbal and written communication skills.
ITIL certification will be highly valued.
About Our Perks & Benefits:
We are determined to create an environment where our employees feel valued, understand our business goals, and are motivated.
Here's a look at just some of the perks and benefits we make available to our US-based employees:
Medical & Dental
401(k) Savings Plan
Generous paid time off
Life Milestones - from adoption assistance, childcare resources, pet insurance, and more, Comcast supports you at all life stages.
Courtesy Services - We offer all of our full-time employees in serviceable areas free digital TV and internet.
Discount tickets for Universal Resorts, including theme park tickets and onsite hotel rooms.
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.
Comcast is proud to be 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.
Salary:
Primary Location Pay Range: $68,836.63 - $103,254.94
Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
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
