Lead Incident Response Manager

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

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

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:

• 5+ 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.

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.

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.

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