Senior Manager, Tier 3 Operations Engineering

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

The Tier 3 Operations Engineering Manager is responsible for leading a team of senior engineers providing advanced technical support, escalation management, and infrastructure stability for a Managed Services Provider (MSP). This role ensures the reliability, scalability, and performance of customer environments while driving operational excellence, continuous improvement, and high customer satisfaction. The ideal candidate combines deep technical expertise with strong leadership capabilities and a proactive approach to incident management, problem resolution, and service delivery optimization.

Job Description

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and develop a team of Tier 3 engineers supporting complex network and infrastructure environments
• Provide technical guidance and escalation support for high-severity incidents and critical customer issues
• Establish performance expectations, KPIs, and career development plans for team members
• Foster a culture of accountability, collaboration, and continuous improvement

Operations & Service Delivery

• Oversee day-to-day Tier 3 operations, ensuring timely resolution of escalations and adherence to SLAs
• Act as the final escalation point for critical outages, major incidents, and high-impact service disruptions  
• Coordinate cross-functional efforts during incident response and root cause analysis (RCA)
• Ensure proper documentation, knowledge sharing, and operational runbooks are maintained

Technical Oversight

• Maintain deep understanding of network infrastructure, including routing, switching, firewalls, SD-WAN, cloud, and data center technologies
• Provide expert-level oversight and support for Fortinet-based environments, including FortiGate, FortiManager, and FortiAnalyzer platforms
• Review and approve complex changes, configurations, and architectural recommendations
• Drive standardization and best practices across customer environments
• Partner with engineering and architecture teams on design improvements and modernization initiatives

Incident & Problem Management

• Lead major incident management (MIM) processes, including communication, coordination, and resolution
• Ensure thorough root cause analysis is conducted and corrective actions are implemented
• Identify recurring issues and drive long-term remediation strategies
• Track and report on incident trends, MTTR, and service performance metrics

Customer Engagement

• Serve as a senior technical point of contact for key customers and stakeholders
• Participate in customer escalations, service reviews, and executive-level communications
• Ensure customer expectations are met or exceeded through proactive support and transparency

Process Improvement & Governance

• Develop and refine operational processes aligned with ITIL best practices
• Drive automation and efficiency initiatives to reduce manual effort and improve response times
• Ensure compliance with internal policies, security standards, and regulatory requirements
• Collaborate with Change Management, Problem Management, and Service Delivery teams

Required Qualifications

• Bachelor’s degree in Information Technology, Engineering, or related field (or equivalent experience)
• 7+ years of experience in network/infrastructure operations within an MSP or enterprise environment
• 3+ years of experience in a leadership or management role
• Strong hands-on experience with Fortinet technologies, including FortiGate firewalls, FortiManager, and FortiAnalyzer
• Strong expertise in networking technologies (routing, switching, firewalls, VPNs, SD-WAN)
• Experience with cloud platforms (e.g., AWS, Azure) and hybrid environments
• Proven experience managing high-severity incidents and escalations

Preferred Qualifications

• Fortinet certifications (e.g., NSE 4, NSE 5, NSE 7, or equivalent)
• Industry certifications (e.g., CCNP/CCIE, AWS/Azure certifications, ITIL)
• Experience with monitoring, automation, and ticketing systems (e.g., ServiceNow, SolarWinds, etc.)
• Familiarity with DevOps, Infrastructure as Code (IaC), and automation frameworks
• Experience managing globally distributed or 24/7 support teams

Key Competencies

• Strong leadership and team-building skills
• Excellent problem-solving and decision-making abilities under pressure
• Effective communication and stakeholder management
• Strategic thinking with a focus on operational efficiency
• High level of accountability and ownership

Success Metrics

• SLA adherence and incident response/resolution times
• Reduction in recurring incidents and root cause resolution effectiveness
• Team performance, engagement, and retention
• Customer satisfaction (CSAT) and escalation outcomes
• Operational efficiency and automation adoption

• 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.

Skills:

Leadership; Customer Experience (CX); Technical Knowledge; Technical Savvy; Meeting Goals

Salary:

Pay Range: This job can be performed in Colorado, and Illinois with a Pay Range of $111,488.92 - $183,956.72

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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

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