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. (https://corporate.comcast.com/values/diversity-equity-inclusion/our-impact)

　　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 unequalled 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 consumer experience. But most of all, we’re backed by a culture of respect. We embrace authenticity and inspire people to thrive.     

　　This ambition is a group effort. As challengers at heart, our secret weapon is our talented team of big thinkers, data-driven drivers of growth and innovation. We start by putting people first, embracing empathy and compassion to create a more dynamic, more fulfilling workplace and a better, more enjoyable product. As a company, we embrace the power of transparency and inclusion. We know the best idea can come from anywhere, so we’re committed to creating an organization where we act as one and put ego aside. We are determined to forge the next frontier of streaming through trust, teamwork, and talent.  

　　The Incident Manager will be part of the Peacock Incident Management team supporting the 24x7x365 ongoing operations of the streaming service. The Analyst will provide eyes-on-glass monitoring from within the Direct-to-Consumer Digital Network Operations Center to ensure system availability and will manage any production incidents that occur during their shift. The Analyst ensures that the standard operating procedures are strictly followed for all cases.  The Analyst will lead/assist in recovery and process actions on emergency bridges.  The Analyst ensures that incidents are resolved in a timely manner, with appropriate actions to mitigate business/customer impact.  The Analyst also ensures that business critical incidents receive a post incident review, intended to identify systemic and root cause that requires resolution once the immediate impact is remediated.

　　Responsibilities:

　　Monitor the availability and performance of the end-to-end systems responsible for delivery NBC’s Direct-to-Consumer platforms

　　Acknowledge any system alerts and ensuring that proper engineering teams are notified and engaged to resolve incidents where appropriate

　　Ensure all incidents are recorded in ServiceNow and categorized properly

　　Assess impact & urgency and compose detailed, accurate impact statements

　　Quickly identify needed support teams and engage them for triage and resolution activities

　　Coordinate audio conference bridges for major incidents to bring together all teams and vendors required to resolve the incident

　　Ensure that incident ticket communication/documentation is accurate, timely, clear, and concise

　　Create shift status Executive Summaries highlighting major incidents

　　Assist in post incident review activity to create a more efficient incident management process for future incidents

　　Assist in Change Management process, reviewing content quality of change requests and ensures that all changes are deployed according to approved schedule

　　Qualifications:

　　Bachelor’s degree in Computer Science, Information Technology or a relevant field

　　Minimum three (3) years’ experience working in a digital media business, particularly in an operations role

　　Experience in an incident management role, or familiarity with the incident management process

　　Technically proficient and able to diagnose and debug complex technical issues quickly

　　Ability to follow established processes and workflows to ensure that all work is completed per group standards

　　Desired Characteristics:

　　Experience with streaming in a direct-to-consumer video business highly preferred

　　Knowledge of video streaming platforms and cloud computing providers a plus

　　Exceptional verbal and written communication skills, comfortable communicating with technical and non-technical colleagues and executives

　　Ability to understand large complex software systems and their interdependencies

　　ITIL Foundation Certification or higher

　　Effective at managing multiple issues with conflicting priorities under tight deadlines

　　High attention to detail and accuracy

　　Strong analytical, organizational, and problem-solving skills

　　Strong customer service orientation

　　Demonstrated ability to handle multiple tasks with little to no forewarning

　　Demonstrated ability to react quickly, lead and perform exceptionally during critical/catastrophic events

　　Fosters a culture of teamwork, unity, accountability, responsibility and respect

　　This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $75,000-95,000.

　　NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

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