Lead Analyst, AI Ops Configuration

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

The successful candidate will be joining the AI OPS team within the Enterprise Business Intelligence (EBI) organization. The Enterprise Decision Engine (EDE) drives optimal Customer Experiences through Next Best Action, Personalization, and Omni-Channel capabilities. Backed by Artificial Intelligence, EDE is constantly optimizing while flexing to meet changing Customer and Business needs.   

The AI OPS team is looking for a self-starting and highly organized individual for the position of production support analyst. The role requires the individual to ensure effective front and backend functionality of applications, establish root causes of application errors, and monitor application performance metrics. As the EDE platform expands its capabilities and integrates into new channels, the production support analyst will act quickly to analyze the available data and find the root cause of the problem while providing users with progress updates. This involves handling and prioritizing incidents, performing impact analysis, coordinating with cross-functional teams, and ensuring timely resolutions.

Job Description

Core Responsibilities 

• Offer decisioning tactic design & management, including consulting with business on business rules, guardrails, and thresholds to precisely target customers for specific offers in omni-channel interactions. 

• Monitoring and Alerting: Experience with monitoring and setting up, managing alerts, analyzing system performance, and taking proactive measures to prevent issues. 

• Troubleshooting and Debugging: Strong problem-solving skills and the ability to analyze complex issues. 

• Communication and Collaboration: Excellent communication skills to interact with stakeholders, developers, and other teams effectively.  

• The ability to convey technical information in a clear and concise manner and collaborate in a team environment. 

• Documentation: Proficiency in documenting processes, troubleshooting steps, incident resolution, and maintaining knowledge bases or wikis. 

• Experience in identifying opportunities to enhance system stability, performance, automation, and implementing best practices. 

• Deep dive into existing integrations at a technical and business process level to ensure that platform-to-channel functionality is aligned with current needs of the business.  

• 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.

Primary Competencies:  

• Offer & Business Rule Expertise: Extensive knowledge and experience of offer availability, eligibility, rules, & catalog. 

• Analytical curiosity: Can deep-dive into disparate datasets and find data-driven opportunities to optimize current functions & processes  

• Builder/tinkerer: Thinks outside of the box to build out insightful & informative analysis given available enterprise too