Manager, Incident Management

Company Description

NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we’ll continue to create and deliver content that reflects the current and ever-changing face of the world.

Job Description

NBCUniversal, the global media company that brought you some of the world’s most iconic television and film franchises, including: The Tonight Show, Saturday Night Live, Keeping Up With The Kardashians, The Real Housewives, Mr. Robot, The Voice, This Is Us, The Fast & The Furious, Jurassic Park, Minions, and more – has launched an all-new direct-to-consumer streaming service bring together the breadth and depth of NBCU’s broadcast and cable television series, movie titles, premier sporting events, and renowned news reporting.
 
This world-class team of smart, hungry and fearless professionals who are energized by the possibility of working at the epicenter of content, technology and culture. Join us if you would like to be a part of this exciting initiative.

The Manager, Incident Management will be part of the ITSM Platform Operations team supporting ongoing operations of the streaming service.  The Manager will oversee a team of platform operations analysts who are responsible for the 24x7x365 monitoring of the end-to-end services that power NBC’s Direct-to-Consumer platforms.  The role will manage the coordination and communication for all service-impacting outages to ensure minimal impact to customers and issues are resolved as quickly as possible.
  
Responsibilities include but are not limited to:
 

• Manage a team of platform Incident Managers who provide 24x7x365 monitoring of the end-to-end systems used in the delivery of NBC’s Direct-to-Consumer platform.
• Drive the incident management process, ensuring that all systems are documented in the CMDB with properly described resiliency and escalation processes.
• Quickly assess the severity of an outage related to the business impact.
• Create run books for Incident Managers to follow during production incidents.
• Act as an escalation for any major production incident, leading the incident response in real-time and coordinating with the Site Reliability and Delivery teams to ensure proper resolution.
• Produce Root Cause Analyses to be shared with senior executive management for all major and high incidents and work with the Problem Management team to ensure that long-term remediation is tracked.
• Coordinate the investigations and drive the incidents to resolution/remediation.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology or a relevant field
• Minimum 2 years management experience
• Minimum 5 years of experience in a Service Management role overseeing the needs of a large digital system
• Experience using ServiceNow or similar ITIL tool to manage change and incidents.
• Expertise in creating run books and other process documentation
• Understanding of DevOps, Site Reliability Engineering, and CI/CD pipelines
• Available to support live events on nights and weekends as required.
• ITIL Service Support knowledge

Desired Characteristics:

• Experience with streaming in a direct-to-consumer video business highly preferred.
• Passionate about leading a team of analysts committed to ensuring 99.999% availability
• Exceptional verbal and written communication skills, comfortable communicating with technical and non-technical colleagues and executives.
• High attention to detail and accuracy.
• Exceptional organization skills and excel at multitasking with the ability to pivot during major outages.
• Strong customer service orientation.
• Ability to understand large complex software systems and their interdependencies.
• Strong collaboration skills and ability to develop strong relationships with service owners.
• Knowledge of video streaming platf