Incident Management Engineer

Company Description

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Each day Universal Studios Hollywood creates unforgettable experiences for our guests from around the world. We bring to life the ultimate Hollywood experience with our real working movie studio and heart-pounding rides, shows and attractions that put you inside some of the world’s most popular movies and TV shows. USH offers something for everyone from thrill seekers to movie lovers to family fun for all ages. Our Team Members are passionate individuals who create memorable moments whether it’s on the studio lot, or in our conference rooms, theaters, or kitchens. We believe in the talent of our team members. It’s our passion and commitment to excellence that drives our business to succeed in everything we do across the park. We believe in a culture of family and fun, here you can make a difference and build your career! 

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

We are looking for an experienced Incident Management Engineer to join our Global Incident Response Team. The ideal candidate will have experience leveraging ITIL best practices for Incident Management and providing key metrics and reporting to drive continuous improvement.

In this role, you will be at the center of our technology operations focused on ensuring that our systems run smoothly and efficiently. You will be responsible for managing critical incidents from discovery to service restoration and collaborating with technology teams to prevent recurrence.

Key Responsibilities:

• Incident Management: Lead the response to IT incidents, ensuring fast resolution and minimal impact on operations. Develop and implement strategies for incident prevention.
• Application Monitoring: Manage real-time monitoring of all IT systems and applications, identifying and collaborating with application and service owners to address performance issues proactively to prevent downtime.
• Operational Reporting: Create, maintain, and enhance dashboards and KPIs that accurately reflect system availability and performance. Use data analytics to inform decision-making and operational improvements.
• System Optimization: Work with application and service owners to continuously evaluate system performance, identifying opportunities for optimization and enhancements to support scalability and reliability.
• Collaboration and Communication: Work closely with technical teams and cross-functional stakeholders to ensure alignment on priorities and initiatives. Act as a bridge between IT and other departments, ensuring timely updates and feedback loops to address concerns and improve overall service delivery.

Qualifications

Basic Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• At least 3 years of experience in IT operations, with a strong focus on incident management and system monitoring.
• Proficient in ITIL best practices for Incident Management
• Detailed understanding of IT infrastructure, applications, and cloud services in high-traffic environments.
• Skilled in application monitoring tools, incident tracking systems, and operational reporting technologies.
• Excellent troubleshooting skills and the ability to perform well under pressure.
• Strong project management skills, with the ability to handle multiple priorities at the same time.
• Exceptional communication and collaboration skills, with the ability to expla