Incident Manager - Unified Communications (Night Shift)
Job Summary
The UC Incident Manager is the primary lead for restoring critical services during major outages and high-priority service interruptions. This role sits at the intersection of technical support, client relationship management, and executive leadership. You are responsible for the end-to-end management of the incident lifecycle, ensuring that high-value enterprise accounts receive rapid restoration, transparent communication, and comprehensive post-incident analysis.Job Description
Core Responsibilities
- Incident Command & Control: Lead the "technical bridge" for P1/P2 incidents, coordinating between engineers, vendors, and stakeholders to drive service restoration.
- Executive Presence & Communication: Draft and distribute real-time "Reports" to senior leadership and clients, translating complex technical issues into business impact.
- Financial Impact Analysis: Calculate the Monthly Recurring Charge (MRC) risks and SLA credit liabilities associated with downtime to quantify business loss.
- Escalation Management: Act as the ultimate point of escalation for frontline support, deciding when to engage higher-level management or additional technical resources.
- Post-Incident Integrity: Oversight of the Root Cause Analysis (RCA) process to ensure that personnel errors (NTE triggers) or systemic gaps are permanently addressed.
- Escalates unresolved issues to UC Management.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
Requirements:
- With 1-3 years of relevant experience in Incident Management
- Excellent command of the English language
- Must have a background in Unified Communication, VoIP systems, or Network Operations.
- With strong client relationship management skills
- Basic troubleshooting and handling technical support issues
- With strong communication and organization skills
- Experience in ticketing system (e.g. Jira)
- Must have customer service/customer-facing experience
- Experience in network troubleshooting is an advantage
- Able to work primarily on the night shift, but may shift to day or mid shift as the business requires
- Able to work in an on-site work setup for the first 6 months and a hybrid work setup thereafter (3 days onsite / 2 days WFH)
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.
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
Our Benefits
We’re proud to offer comprehensive benefits to help you live your best life:
- Medical, prescription, vision, and dental insurance for eligible employees.
- 401(k) savings plan with dollar-for-dollar matching up to the first 6% of your pay.
- Paid time off including eight observed company holidays and flex time.
- Exclusive perks + discounts, including tuition assistance, commuter benefits and more!
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