Technician 1, Video Operations

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

The Technician 1 – Video Operations is responsible for monitoring, diagnosing, and resolving production incidents impacting video platforms and live events. This role plays a critical part in ensuring platform stability, timely incident response, and seamless customer experiences through proactive monitoring and effective incident management.

Job Description

Core Responsibilities

• Monitor production alerts using observability and monitoring tools such as Zenoss and Datadog, and perform initial diagnosis and remediation as required. 

• Acknowledge, classify, and manage incidents within defined Mean Time to Acknowledge (MTTA) targets. 

• Conduct triage of incidents across Priority 1 (P1) to Priority 5 (P5) levels and escalate to appropriate teams when necessary. 

• Investigate and resolve alerts related to platform performance, infrastructure, workflows, and internal tools. 

• Accurately document incident details, troubleshooting steps, and resolution updates in ServiceNow. 

• Participate in structured shift handovers to ensure operational continuity and knowledge transfer. 

• Support customer live events through continuous monitoring and proactive issue prevention. 

Technical Skills & Knowledge

• Working knowledge of monitoring, logging, and incident management tools, including: 

• Splunk

• Datadog

• ServiceNow

• Fundamental understanding of AWS cloud services and Kubernetes‑based environments. 

• Basic familiarity with microservices‑based architectures. 

• Ability to manage high alert volumes efficiently while maintaining accuracy and composure. 

Core Competencies

• Strong analytical and problem‑solving skills 

• Clear and concise communication with technical and non‑technical stakeholders 

• Ability to prioritize tasks in a fast‑paced, 24x7 operational environment 

• Attention to detail in documentation and incident reporting 

• Team‑oriented mindset with a focus on operational excellence 

Work Environment

• 24x7 shift‑based operations supporting business‑critical video platforms 

• Shift‑based operations supporting global platforms and live events 

• Collaboration with cross‑functional engineering, operations, and customer support teams 

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.
• Support a culture of inclusion in how you work and lead.
• 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.

Relevant Work Experience

0-2 Years