Engineering Manager, IT Operations Automation

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

Our Direct-to-Consumer (DTC) portfolio is a powerhouse collection of consumer-first brands, supported by media industry leaders, Comcast, NBCUniversal, and Sky. When you join our team, you’ll work across our dynamic portfolio including Peacock, NOW, Fandango, SkyShowtime, Showmax, and TV Everywhere, powering streaming across more than 70 countries globally. And the evolution doesn’t stop there. With an unequaled scale, our teams make the most out of every opportunity to collaborate and learn from one another. We’re always looking for ways to innovate faster, accelerate our growth, and consistently offer the very best in the consumer experience. But most of all, we’re backed by a culture of respect. We embrace authenticity and inspire people to thrive. 

We are seeking an experienced IT Operations Automation Engineering Manager to lead and manage the development and implementation of IT Service Management (ITSM) automation solutions across Direct-to-Consumer organizations. The IT Operations Automation Engineering Manager will work closely with other IT leaders, project managers, and stakeholders to ensure the successful delivery of automation initiatives that improve the efficiency and effectiveness of IT service delivery and support.

What the ITSM team does

• Developing and implementing automation solutions for incident management, problem management, change management, service request management, and other ITSM processes.
• Creating and maintaining technical documentation, including design specifications, configuration, and deployment guides.
• Managing automation projects, including ServiceNow process automation, AiOps and Event Management
• Providing technical guidance and support to other IT teams and stakeholders on ITSM automation solutions and processes.
• Troubleshooting and resolving issues related to IT operations automation solutions.
• Staying up-to-date with new ITSM automation tools and technologies and making recommendations on their adoption.

Role Responsibilities

• Lead the development and implementation of ITSM automation solutions, including AiOps and Event Management platforms, that improve the efficiency and effectiveness of IT service delivery and support.
• Develop and manage a team of ITSM Automation Engineers responsible for designing, building, testing, and deploying ITSM automation solutions.
• Collaborate with other IT leaders, project managers, and stakeholders to identify automation opportunities and develop automation roadmaps.
• Define and manage automation projects
• Ensure the ITSM automation solutions, including AiOps and Event Management platforms, are designed to meet the requirements and objectives of the organization and that they adhere to best practices and standards.
• Develop and maintain technical documentation, including design specifications, configuration, and deployment guides.
• Provide technical guidance and mentorship to the team and other IT staff members.
• Develop and manage relationships with external vendors and service providers to leverage their expertise and technologies to support ITSM automation initiatives.
• Deliver product roadmaps, incrementally with a high level of quality
• Drive technical initiatives in partnership with senior engineers across teams
• Provide support during production issues.
• Work closely with vendors to provide requirements for new features, improve functionality, and solving bugs.
• Constantly search for improvements in process, improve software delivery and operational processes.
• Grow the team by attracting diverse talent that can push technical boundaries and where individuals recognize that team success is more important than individual success.