Manager, Incident Management - job 1 of 2

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.

Comcast NBCUniversal has announced its intent to create a new publicly traded company ('SpinCo') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025.

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.

NBCUniversal, the global media company that brought you some of the world’s most iconic television and film franchises, including: The Tonight Show, Saturday Night Live, Keeping Up With The Kardashians, The Real Housewives, Mr. Robot, The Voice, This Is Us, The Fast & The Furious, Jurassic Park, Minions, and more – has launched an all-new direct-to-consumer streaming service bring together the breadth and depth of NBCU’s broadcast and cable television series, movie titles, premier sporting events, and renowned news reporting.
 
This world-class team of smart, hungry and fearless professionals who are energized by the possibility of working at the epicenter of content, technology and culture. Join us if you would like to be a part of this exciting initiative.

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.

The Manager, Incident Management will be part of the ITSM Platform Operations team supporting ongoing operations of the streaming service.  The Manager will oversee a team of platform operations analysts who are responsible for the 24x7x365 monitoring of the end-to-end services that power NBC’s Direct-to-Consumer platforms.  The role will manage the coordination and communication for all service-impacting outages to ensure minimal impact to customers and issues are resolved as quickly as possible.
  

Responsibilities include but are not limited to:

• Manage a team of platform operations analysts who provide 24x7x365 monitoring of the end-to-end systems used in the delivery of NBC’s Direct-to-Consumer platform
• Drive the incident management process, ensuring that all systems are documented in the CMDB with properly described resiliency and escalation processes.
• Quickly assess the severity of an outage related to the business impact.
• Create run books for Platform Operations Analysts to follow during production incidents
• Act as an escalation for any major production incident, leading the incident response in real-time and coordinating with the Site Reliability and Delivery teams to ensure proper resolution.
• Produce Root Cause Analyses to be shared with senior executive management for all major and high incidents and work with the Problem Management team to ensure that long-term remediations are tracked.
• Coordinate the investigations and drive the incidents to resolution/remediation.

• Bachelor’s degree in Computer Science, Information Technology or a relevant field
• Minimum 2 years management experience
• Minimum 5 years of experience in a Service Management role overseeing the needs of a large digital system
• Experience using ServiceNow or similar ITIL tool to manage change and incidents.
• Expertise in creating run books and other process documentation
• Understanding of DevOps, Site Reliability Engineering, and CI/CD pipelines
• Available to support live events on nights and weekends as required.
• ITIL Service Support knowledge

Desired Characteristics

• Experience with streaming in a direct-to-consumer video business highly preferred.
• Passionate about leading a team of analysts committed to ensuring 99.999% availability
• Exceptional verbal and written communication skills, comfortable communicating with technical and non-technical colleagues and executives.
• High attention to detail and accuracy.
• Exceptional organization skills and excel at multitasking with the ability to pivot during major outages.
• Strong customer service orientation.
• Ability to understand large complex software systems and their interdependencies.
• Strong collaboration skills and ability to develop strong relationships with service owners.
• Knowledge of video streaming platforms and cloud computing providers a plus
• Availability to travel as required.

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: $110,000 - $140,000. (bonus and long-term incentive eligible).

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. 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. 

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access nbcunicareers.com as a result of your disability. You can request reasonable accommodations by emailing [email protected].

For LA County and City Residents Only:  NBCUniversal will consider for employment  qualified applicants with criminal histories, or arrest or conviction records, in a manner  consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.