Engineer 2 - Engineering Operations

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for contributing in project teams, troubleshooting operational issues, providing technical solutions to operational problems, new product implementation, implementing existing products and services and the overall upkeep and maintenance of designated areas of engineering. Acts in compliance with industry and Company technical requirements, standards, policies and procedures. Works with moderate guidance in own area of knowledge.

Job Description

Core Responsibilities

• Lead the end-to-end management of major incidents with focus on high severity incidents, ensuring swift and effective resolution.
• Collaborate with cross-functional teams to coordinate the response and restoration efforts during major incidents.
• Act as the primary point of contact for all major incidents, providing clear and timely communication to stakeholders, including senior management and affected business units.
• Prepare and distribute incident reports, detailing the cause, impact, and resolution of major incidents.
• Conduct thorough root cause analysis for major incidents, working closely with relevant teams to identify underlying issues and prevent recurrence.
• Implement preventive measures and process improvements based on the findings of root cause analysis.
• Maintain comprehensive documentation of major incidents, including incident details, response actions, and resolutions.
• Regularly update incident management procedures and documentation to align with best practices and industry standards.
• Proactively identify opportunities for improving incident management processes and contribute to the development of best practices.
• Collaborate with other teams to enhance overall incident response capabilities and resilience.
  Skills:
• Bachelor's degree in information technology or equivalent work experience.
• At least 2.5-4 years of experience in IT operations, with a focus on incident management.
• Proven experience managing major incidents in a fast-paced and complex environment
• Previous experience in a similar environment - especially in Incident/Problem but also in other ITIL processes as Change management
• Willingness to work on shifts and on call
• Experience in using Service Now and Service Desk is desirable
• Strong communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
• Proficient written and spoken English skills

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.

Please visit the benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relative Work Experience

2-5 Years

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.