Job Summary: Team member responsible for monitoring and tracking activities, analyzing issues, supporting the resolution of incidents and conflicts for our Syndication Partners with an optimum level of service in line with Service Level Agreements (SLAs) / Operating Level Agreements.
The resource will have a high-level understanding of monitoring strategies, tools and procedures, stakeholder management and leadership communications escalations. Will be expected to assist efforts to assure timely execution of scheduled and repeatable processes such as data backup, account refresh, data ingest, data clean-up and event log management. You will also ensure that service-level issues are responded to and that normal service operations are restored as quickly as possible. Assist in the Identification and implementation of creative processes and technology solutions within the team. Contributor in the efforts to ensure high-availability of systems and the ability to identify customer-facing issues are included in the development or deployment of new products and services. Identify and recommend opportunities for process improvement with regards to incident management, problem management, fault monitoring, triage procedures and issue escalation.
* 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 and problems for our Syndication Partners. * 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 in Residential Syndication Support Production 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 are Syndication Partner impacting. * Works with the Residential Syndication Support team members to identify areas of focus, where training may improve team performance, and improve incident resolution metrics.
Desired Skills and Abilities:
* Strong organizational, communication, customer service, problem solving and interpersonal skills * Experience in supporting business objectives in a partnered/outsourced model (offshore vendor management) is a plus * 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
* Bachelor's Degree or Equivalent * Engineering, Computer Science * Generally requires 3+ years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.