Engineer 4, Engineering Operations

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 participating as an technical expert in project teams, troubleshooting operational issues, providing technical solutions to operational problems, contributing to new products implementation, implementing existing products and services and providing the overall upkeep and maintenance of designated areas of engineering. Interfaces with vendors, Engineering and peer operations organizations. Acts in compliance with industry and Company technical requirements, standards, policies and procedures. Provides technical leadership to junior Engineers and project teams. Integrates knowledge of business and functional priorities. Acts as a key contributor in a complex and crucial environment. Does not have any direct supervisory responsibilities. May direct workflow and act as a technical lead. May lead teams or projects and shares expertise.

Job Description

Comcast is looking for an experienced Incident Response Manager with a strong technical background to lead and manage high-impact incidents in a dynamic environment. This role requires someone who can operate effectively without predefined SOPs, take ownership during critical situations, and serve as a single point of contact (SPOC) for senior business leaders and VPs.
Job Title: Incident Response Manager
Location: Chennai
Duration: Full Time
Experiences: 8 years to 11 years
Key Responsibilities
*Lead and manage critical production incidents end-to-end, ensuring rapid resolution and minimal business impact.
*Act as the primary point of contact for senior leadership, including business heads and VPs, during major incidents.
*Drive incident response in ambiguous situations where SOPs may not exist
Coordinate across engineering, infrastructure, application, and business teams to restore services.
*Provide clear, confident, and timely communication to stakeholders throughout the incident lifecycle.
*Conduct post-incident reviews, identify root causes, and recommend preventive measures.
*Continuously improve incident management processes and readiness.
Required Skills & Experience
*Strong technical background, preferably from System Engineering or similar roles.
*Proven ability to manage incidents independently and decisively, without relying solely on SOPs.
*Excellent exposure to APIs, SaaS platforms, and Cloud technologies.
*Solid understanding of modern IT infrastructure, applications, and distributed systems.
*Exceptional verbal and written communication skills with the ability to articulate clearly to senior stakeholders.
*Confidence in handling high-pressure situations and executive-level discussions.

Core Responsibilities

• Drives issues through closure engaging all appropriate resources. Leads technical bridges and provides troubleshooting direction. Provides guidance and recommended solutions to complex technical issues.
• Acts as an advocate for Engineering Operations procedures, policies and processes. Ensures projects are fully integrated into the operations environment including lifecycle problem management from front line CARE through Engineering.
• Creates data and metric systems to track operational workflows; maintains records of results and feedback. 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.
• Reports performance related to operations and project status to management. Identifies and recommends areas requiring change or modification.
• 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.
• Serves as team lead on multiple projects, often spanning different engineering disciplines within the organization.
• Leads the integration of projects into operations including instrumentation, automation, standardization and methods/procedures.
• Expert knowledge and application of project management skills, process design and redesign skills.
• Applies advanced engineering methodologies in one or more engineering areas.
• Consistent exercise of independent judgment and discretion in matters of significance.
• 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.

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.

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 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

7-10 Years