Sr. Technical Account Manager

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for operating, deploying, managing and continuously improving Company's Voice, Commercial, Data, Security, Systems and Network services. Examples of infrastructure include, but are not limited to routers, switches, optical transport, applications, servers, IP scopes, data bases, etc. Position focuses on stabilizing new products, technologies, services, networks, systems, tools and protocols for some of Comcast Business's largest Enterprise clients. Drives standardization, automation and service focused instrumentation; provides subject matter expertise in resolving complex break/fix scenarios and partners with/leads engineering, vendors and regions to achieve continuous improvement. Serves as highest tier operational support for Comcast Business Enterprise clients. Leads activities focused on restoration of complex outages, communication across Company and rapid restoration. Works with and directly leads external vendors, third parties and associated agencies when necessary. Leads internal and external resources to achieve desired results. Leads and guides junior members of the team. Works independently with minimal to no supervision while demonstrating the ability to lead projects and initiatives autonomously. Acts as an expert resource for colleagues with less experience. May projects and shares expertise. Follows the organization's strategic plan and leads the most enterprise-wide, strategic programs affecting multiple organizations and impacting the business over multiple years. Delivers outcomes, longer-term improvements and benefits in support of the organization goals. Integrates knowledge of business and functional priorities. Acts as a key contributor in a complex and crucial environment. Functions with great autonomy and provides solutions and guidance independently on other engineers' projections, initiatives and troubleshooting.

**To be considered, candidates must reside within a 50 mile radius of Naperville IL, Denver CO, Philadelphia PA or Plano TX.**

Job Description

Core Responsibilities:

• Performs a variety of advanced analytical duties in the planning, deployment, testing and evaluation of the Company's network, products and services including the IP platform, Voice, Data, Commercial, Systems platform.
• Works closely with engineering, vendors and field to identify and drive improvements across the topology.
• Directs third party agencies, internal resources and external resources while troubleshooting and resolving complex peer-to-peer or vendor/supplier troubles focusing on rapid restoration.
• Supports all NOC tools and alarms; analyzes systems needs and determines prioritization of break/fix scenarios; implements code changes and suggests improvements. Ensures the availability of networking services; studies, evaluates, analyzes and monitors the network and services to determine problem areas and or areas of concern.
• Identifies and implements opportunities for improvement across XNOC, XOC and broader upstream and downstream internal and external organizations.
• Provides subject matter expertise for all network equipment and provides technical training and support to other operational groups. Continually looks for ways to broadly improve services.
• Provides clear, crisp and concise technical communication and coordination during outage scenarios. Excellent communication skills.
• Accountable for understanding and managing services across highly complex ecosystems cutting across multiple technologies, vendors, products, organizations, people, companies and solutions.
• Accountable for providing technical assessment of complex changes across ecosystems to ensure resolving potential conflicts before impacting intra-/interrelated vertical systems.
• Possesses expert depth and breadth of knowledge across four or more major ecosystems/technologies requiring high degree of technical competency advanced training. Displays expert depth in related areas of focus and is viewed as the SME across the Company on related functions and support.
• Demonstrates the ability to rapidly resolve multi-million dollar, high-profile customer impacts. Supports multi-location customers with multiple services at each location