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
Responsible for working cross-functionally to collect data and develop models to determine trends utilizing a variety of data sources. Retrieves, analyzes and summarizes business, operations, employee, customer and/or economic data in order to develop business intelligence, optimize effectiveness, predict business outcomes and decision-making purposes. Involved with numerous key business decisions by conducting the analyses that inform our business strategy. This may include: impact measurement of new products or features via normalization techniques, optimization of business processes through robust A/B testing, clustering or segmentation of customers to identify opportunities of differentiated treatment, deep dive analyses to understand drivers of key business trends, identification of customer sentiment drivers through natural language processing (NLP) of verbatim responses to Net Promotor System (NPS) surveys and development of frameworks to drive upsell strategy for existing customers by balancing business priorities with customer activity. Works with moderate guidance in own area of knowledge.
Job Description
About the Role:
We are seeking a highly motivated Data Analyst to join our Operational Intelligence team. In this role,
you’ll transform operational data into insights that guide the performance and evolution of our internal
platforms and processes focused on improving incident detection, resolution, and system reliability.
You’ll also help demonstrate the business outcomes driven by AIOps such as faster incident recovery,
reduced noise, and measurable gains in operational efficiency.
You will collaborate closely with engineering teams, data scientists, SREs, stakeholders, and leadership
to build dashboards and reports that evaluate how AIOps solutions are performing against both
operational metrics and business objectives using data from observability platforms, ServiceNow, and
internal systems wherever relevant.
Your work will be critical in shaping how we measure platform success, inform stakeholder decisions,
and continuously evolve the value of our Operational Intelligence solutions.
What You’ll Do:
- Build and maintain dashboards and reporting tools for leadership, engineering teams, and
operational stakeholders to evaluate platform performance, incident handling, and business
impact
- Track and visualize key incident lifecycle metrics including Mean Time to Detect (MTTD), Identify
(MTTI), Triage (MTTT), and Resolve (MTTR)
- Analyze and report on alert-to-incident conversion ratios, noise reduction impact, false
positives, and enrichment effectiveness
- Monitor suggested vs. resolved incident priorities, highlighting where AIOps platforms align (or
misalign) with final outcomes
- Evaluate triage success rates by measuring whether incidents were assigned to the correct team
and resolved without reassignment
- Present trends across data sources, teams, systems, and incident types over days, weeks,
months, and quarters
- Monitor data pipelines and ensure accuracy, completeness, and timeliness of data used in
dashboards and reporting
- Quantify the value of internal solutions by showcasing time savings, resolution accuracy, and
operational efficiency compared to alternative/manual processes
- Integrate and analyze ServiceNow data (incidents, change records, CMDB) alongside operational
telemetry where applicable
- Contribute insights for postmortems, retrospectives, and quarterly reviews, supporting
continuous platform improvement
- Collaborate with data scientists and platform engineers to define KPIs and support
benchmarking of platform maturity and reliability
- Participate in operational support and on-call workflows as needed, and assist with maintaining
AIOps platform configuration, thresholds, and enrichment logic
- Translate technical data into clear, executive-ready stories that drive decisions, accountability,
and investment
Qualifications:
- Bachelor’s degree in Data Analytics, Statistics, Computer Science, or a related field
- 3+ years of experience in data analysis, business intelligence, or operational reporting
- Strong proficiency in SQL, Excel, and one or more BI tools (e.g., Power BI, Tableau, Grafana,
Looker)
- Strong analytical skills with the ability to critically evaluate data, reconcile discrepancies, and
ensure accuracy
- Familiarity with incident lifecycle metrics (MTTD, MTTR, priority shifts, resolution timeframes)
- Experience working with time-series or operational data from observability platforms or
monitoring systems
- Experience working with databases such as MongoDB and cloud-native storage solutions in AWS
(e.g., S3, Redshift, DynamoDB)
- Design intuitive, visually engaging reports and dashboards that highlight key performance
drivers and guide operational decisions
- Experience with validating and auditing data pipelines to ensure data integrity and accuracy
- Experience performing exploratory data analysis (EDA) to identify trends, anomalies, and
actionable insights within alert and incident data
- Excellent organizational skills, with the ability to manage multiple complex projects in a fast-
paced, dynamic environment
- Self-motivated, detail-oriented, and able to deliver high-quality outcomes under tight deadlines
- Ability to combine and interpret structured and semi-structured datasets, including ServiceNow
- Strong communication and presentation skills to collaborate with stakeholders, including senior
leaders (e.g., Sr. Directors, VPs)
- Demonstrated ability to influence and build relationships with cross-functional teams and
business partners
Nice to Have:
- Background in AIOps, SRE, DevOps, or infrastructure analytics
- Experience working with ServiceNow, particularly with incident, change, and CMDB tables
- Familiarity with Python or R for scripting or exploratory analysis
- Exposure to cloud platforms like AWS for data workflows or dashboard deployment
- Understanding of monitoring tools such as Prometheus, New Relic, or Splunk
- Basic understanding of data science, artificial intelligence, machine learning concepts and
predictive analytics
- Experience with benchmarking platform maturity, cost savings, or process optimization metrics
- Ability to support POCs, vendor evaluations, and internal solution comparisons using data-driven
analysis
- Experience working with telemetry from media or streaming systems and QoS/QoE indicators
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
