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Job Summary
An Incident Manager is expected to provide Incident, Problem and Change management support for a set of applications and Products supported by Comcast Cable Group . The applications supported include but are not limited to OSS/BSS, Middleware, Customer CARE Applications/Tools, Tech applications/Tools, Internal Enterprise human resource, legal and Data Management Systems. This includes business functions such as billing, provisioning, activation, authentication, Telco/Cable operations, Serviceablity, and Cloud based applications. An IM will work closely with peers within the Reliablity Engineering group, as well as build excellent working relationships with partner organizations across the company. The ideal candidate has a proven track record of technical leadership, creative thinking, problem solving, mentoring, and continuous learning. He/She is expected to be a subject matter expert in multiple areas and help build a team of subject matter experts.
Core Responsibilities:
- Effective Incident Manager during outages who has the respect of management and Engineer fix agents.
- Effective Bridge Management , Incident Communications and driving the incident towards Mitigation .
- Identify opportunities for improving the Observability Gaps and work with Devops in Alert Configuration & Fine tuning , Alert Onboarding and suppress Alert noises.
- Act as a thought-leader, technical expert and first point of reference for leading practices in reliability engineering.
- Develops strong technical knowledge of the applications and services
- Partners with Engineering and Deployment peers to drive rigorous root cause investigations and action items which improve system availability and resilency
- Collaborates with development teams to understand application changes and identify potential issues that may arise, create implementation and back-out plans, and oversee the implementation during the scheduled maintenance window.
- Analyzes data and metrics, identifies problem areas and provides actionable insight to management.
- Provides input to engineering and vendors on defects and required enhancements. Attains all relevant industry standard technical certifications.
- Performs complex and routine maintenance tests for designated areas of engineering. Identifies and isolate issues. Ensures that all maintenance is properly validated to minimize subscriber impact to (ideally) zero.
- Ability to work in a fast-paced 24x7 technical operations environment.
- Complusory adherence to Return to Office Policy . Must be able to work variable schedule(s) & days as necessary
Technical Skill Specification
- 5-7 yrs of hands on experience working as Incident & Problem Management
- Familiarity with Site Reliability Engineering (SRE) principles
- Familiarity on Python , Application Log analysis
- Hands on Experience in configuring alerts using platforms like Grafana, Prometheus, Kibana
- Familiarity in Technologies like IP Networking , Databases, Application architectures, Loadbalancers, API , Microservices, Web Services (SOAP XML), Python
- Experience working in Public cloud environment ( AWS , Azure) will be helpful
- Exceptional written and oral communication skills, with ability to articulate complex emergent situations clearly to all levels of the organizaton.
- Embraces challenges, displays strong creative flexibility.
- Familiarity with ITIL and/or eTOM frameworks
- Bachelor’s degree or equivalent
- Experience in Telco/Cable or Video industry would be an added advantage
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 DegreeWhile 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
5-7 Years
