Comcast brings together the best in media and technology. We drive innovation to create the worlds 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.
Responsible for participating as a technical expert in project teams, troubleshooting operational issues, providing technical solutions to operational problems. 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.
Drives issues through closure engaging all appropriate resources. Leads technical bridges and provides troubleshooting direction. Provides guidance and recommended solutions to complex technical issues.
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.
Fosters and encourages a culture of clear and precise communication, continuous improvement, and employee engagement
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.
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.
Focused on best-in-class reliability engineering and operations methodologies
Focused on reducing alerts and decreasing MTTR.
Develops strong working partnerships built on responsiveness and mutual accountability, with leaders inside and outside of the organization
Regularly review and understand upcoming changes with an eye toward possible conflicts, process issues or necessity for extra vigilance
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.
Respect and promote inclusion & diversity.
Do what's right for each other, our customers, investors and our communities.
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 EOE/Veterans/Disabled/LGBT employer.
Relevant Work Experience
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. 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.