Lead Analyst, Customer NOC

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. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Click here to learn more about Comcast NBCUniversal’s commitment and how we are making an impact.

Job Description

Welcome to Peacock, the dynamic new streaming service from NBCUniversal. Here you’ll find more than a job. You’ll find a fast-paced, high-performance team of incredible colleagues that want to be at the epicenter of technology, sports, news, tv, movies and more. We work hard to connect people to what they love, each other and the world around them by creating shared experiences through culture-defining entertainment. 

As a company, we embrace the power of difference. Our team is committed to creating an organization that champions diversity and inclusivity for all by curating content and a workforce that represents the world around us.  We continue to challenge ourselves and the industry by being customer-centric, data-driven creatures of innovation. At Peacock, we are determined to forge the next frontier of streaming through creativity, teamwork, and talent. 

As a Lead, Customer NOC Analyst NBC Universal (NBCU), you will be overseeing the day-to-day operations and staffing of Customer NOC Operations Center.  This role will report to the Manager of Customer NOC and help oversee the L2 Analyst role.  The lead is responsible for making sure that L2 Analyst follow all operations procedures including real-time troubleshooting, escalation, resolution, and reporting of issues. 

The Lead will oversee technical Tier 2 escalations, process workflows and elevating end user experience. At the core, this role will collaborate with our Customer Care Team; Data/analytics; incident/problem teams; and our technical and product teams.

Essential Functions (Responsibilities):

• Oversee execution of Weekly Quality Audits Tier 2 escalations from Customer Care team
• Oversee Technical Tier 2 Support escalations and ensure proper troubleshooting and process management is being followed
  • Serve as Subject Matter expert for Tier 2 escalation point for customer care teams for technical support-related issues/assistance.  This includes:
    • Direct support to customers both live-time and follow-up through to successful issue resolution for the customer
    • In various forms of communication—chat, email, and phone
  • Direct and timely engagement with customer care teams in the handoff and follow-up on escalated cases as appropriate

• As needed, serve as a subject matter expert on technical issues to L2 CNOC Analyst and Customer care team members and help provide feedback on training/troubleshooting sources/guides as well as other processes, procedures, tools/applications, etc.…
• Own Operations Process Management and create living runbooks
• Work directly with management and report on the day-to-day inefficiencies within the operations team and own them until resolution
• Own and manage strong working relationships with internal and external partners and clients

Qualifications

Basic Qualifications

• Minimum of 2 yrs. experience in a role with a track record of effective staff management along with high energy level, and strong team skills
• Minimum of 2 yrs experience leading a support team to effective issue resolution
• Willingness and ability to work or be on call at any time, sometimes on short notice to support a 24/7/365 operation
• Interested candidates must submit a resume/CV through nbcunicareers.com to be considered
• Must be willing submit to a background investigation
• Must have unrestricted work authorization to work in the United States

Desired Characteristics:

• Experience in technical customer experience or customer support team preferably in a streaming environment
• Strong attention to detail, communication, and interpe