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 contributing in project teams, troubleshooting operational issues, providing technical solutions to operational problems, new product implementation, implementing existing products and services and the overall upkeep and maintenance of designated areas of engineering. Acts in compliance with industry and Company technical requirements, standards, policies and procedures. Works with moderate guidance in own area of knowledge.
Job Description
Core Responsibilities
Assist in the development of procedures for incident triage and problem management, metric and measure creation, management and administration of monitoring tools.
- Ability to effectively identify, triage and drive resolution of incidents, and assist in change management and deployment support.
- Lead efforts for quick and thorough resolution of incidents impacting our products and services.
- Assist with the resolution of complex incidents ensuring the right problem-solving techniques and processes are applied, and that the appropriate teams are engaged.
- Participate in regular meetings with stakeholders as needed, document and communicate accordingly.
- Collect, interpret and respond to changes in production data, as appropriate.
- Track the implementation of resolution tasks.
- Provide regular and reliable reporting of relevant data to meet management requirements.
- Provide input and contribute to Residential Production Support Management related audits.
- Support the collection, analysis and production metrics on process data for KPIs to determine opportunities for improvement.
- Partner with the Residential Reliability Change Management Team on the implementation of application configuration and break-fix changes which can be service impacting.
- Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution metrics.
Employees at all levels are expected to:
- Strong organizational, communication, customer service, problem solving and interpersonal skills.
- Experience in supporting business objectives in a partnered/outsourced model.
- Strong hands-on technical experience (for example: Linux, Networking, Java, SQL)
- Solid understanding of operational support tools and processes is preferred (IOP, OIV).
- Ability to participate in rotating on-call support.
- Solid understanding of Comcast products and services.
Understanding of cable and IP technologies is a plus.
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.
Skills
Communication, Customer Experience (CX), Incident Management, Information Technology Infrastructure Library (ITIL), Linux, Personal Initiative, Punctuality, Troubleshooting, Unix
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 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.
Certifications (if applicable)
Relative Work Experience
2-5 Years
Comcast is proud to be 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.
