Engineer 2, 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

NBCUniversal, the global media company that brought you some of the world’s most iconic television and film franchises, including: The Tonight Show, Saturday Night Live, Keeping Up With The Kardashians, The Real Housewives, Mr. Robot, The Voice, This Is Us, The Fast & The Furious, Jurassic Park, Minions, and more – has launched an all-new direct-to-consumer streaming service bring together the breadth and depth of NBCU’s broadcast and cable television series, movie titles, premier sporting events, and renowned news reporting. This world-class team of smart, hungry and fearless professionals who are energized by the possibility of working at the epicenter of content, technology and culture. Join us if you would like to be a part of this exciting initiative. The Incident Management Specialist will be part of the NBCU Direct-to-Consumer Incident Management team supporting the 24x7x365 ongoing operations of the streaming service. The Analyst will provide monitoring of the digital platforms to ensure system availability. The analyst ensures that the standard operating procedures are strictly followed for all cases while assisting/triaging in the recovery and process actions on emergency bridges ensuring that incidents are resolved in a timely manner.

Job Description

Core Responsibilities:

• Monitors the availability and performance of the end-to-end systems responsible for the delivery of NBC’s Direct-to-Consumer platforms.
• Acknowledges system alerts and responds to all communication inputs regarding unplanned service interruptions from customers and internal IT
• Able to perform effective Incident Management from incident start through resolution, partnering with Engineering and Deployment to determine root cause, and drive rigorous Problem Management to follow through on actions items.
• Focused on best-in-class reliability engineering and operations methodologies.
• Focused on reducing alerts and decreasing MTTR.
• Quickly identifies needed support teams and engages them for triage and resolution activities
• Ensures that incident ticket communication/documentation is accurate, timely, clear, and concise.
• Develops strong working partnerships built on responsiveness and mutual accountability, with leaders inside and outside of the organization
• Assists in Change Management process, reviewing content quality of change requests and ensures that all changes are deployed according to approved schedule

Qualifications/Requirements

• Bachelor’s degree in Computer Science, Information Technology or a relevant field
• Minimum 2 year experience working in a digital media business, particularly in an operations role
• Strong experience in Application Support and Operations, with Event management, Incident Management, Problem Management, Service Availability Management, and Change Management.
• Strong understanding of SRE concepts, emphasizing the application of software engineering and should have relevant experience in infrastructure and operational areas.
• Technical proficient and able to diagnose and debug complex technical issues quickly
• Ability to follow established processes and workflows to ensure that all work is completed per group standards
   

Desired Characteristics

• ITIL Foundation Certification or higher
• Experience with streaming in a direct-to-consumer video business highly preferred
• Knowledge of video streaming platforms and cloud computing providers a plus
• Exceptional verbal and written communication skills, comfortable communicating with technical and non-technical colleagues and executives
• Ability to understand large complex software systems and their interdependencies
• Effective at managing multiple issues with conflicting priorities under tight deadlines
• High attention to detail and accuracy
• Strong analytical, organizational, and problem-solving skills
• Strong customer service orientation
• Demonstrated ability to handle multiple tasks with little to no forewarning
• Demonstrated ability to react quickly, lead and perform exceptionally during critical/catastrophic events
• Fosters a culture of teamwork, unity, accountability, responsibility and respect
• Embraces challenges, displays strong creative flexibility.

Shift Work Disclaimer: Candidate must be willing to work any of the shifts covering 6:00 AM to 2:30 PM IST and OR 1:30 PM to 10.00 PM IST; workweek may include weekends and shift timings may vary based on business needs and priorities

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