Technical Incident Response Manager

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. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)

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 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)

• 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.

Skills

Communication, Incident Management, Software as a Service (SaaS)

Compensation

Primary Location Pay Range: $68,836.63 - $103,254.94

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. 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.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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.

Certifications (if applicable)

Relative Work Experience

2-5 Years

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.