Job Summary
Responsible for participating as an individual contributor 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. Interfaces with vendors, engineering and peer operations organizations. Acts in compliance with industry and Company technical requirements, standards, policies and procedures. Provides technical leadership to junior Engineers and project teams. Has in-depth experience, knowledge and skills in own discipline. Integrates knowledge of business and functional priorities. Acts as a key contributor in a complex and crucial environment. May lead teams or projects and shares expertise.Job Description
Core Responsibilities
Act as the primary Incident Manager for medium to high‑severity incidents, ensuring timely triage, coordination, mitigation, and resolution across application teams.
Good expertise on IOP service now and JIRA, with nice to have exposure to Data Operations
Own end‑to‑end incident lifecycle management, including incident creation, severity validation, bridge initiation, stakeholder communication, mitigation tracking, and closure in IOP ServiceNow.
Drive incident bridges, ensuring the right teams are engaged, recovery plans are defined, actions are tracked, and timelines are adhered to.
Ensure accurate and high‑quality incident documentation, including correct severity, impacted CIs, timelines, root cause summary, resolution notes, and compliance with INC Management standards.
Provide timely, clear, and consistent communications to stakeholders during active incidents, including impact assessment, recovery updates, and mitigation notifications
Coordinate post‑incident activities, including RCA follow‑ups, AAR scheduling, action item tracking, and ensuring preventive measures are identified and driven to closure.
Partner with Application operations teams to review open and mitigated incidents, guide severity decisions, validate incident hygiene, and improve operational maturity.
Monitor operational KPIs such as MTTR, MMTM, incident backlog, and repeat incidents, and proactively highlight risk trends and improvement opportunities.
Serve as an escalation point for incident process gaps, communication breakdowns, or recovery risks, ensuring swift alignment across teams.
Contribute to process improvements, SMOP adherence, and standardization of incident management practices; support onboarding and knowledge transfer for junior engineers
Ability to handle multiple concurrent incidents in a 24x7 operations environment with minimal supervision.
Nice to have some hands-on with any IOP / INC related automations
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 DegreeWhile 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)
Relevant Work Experience
5-7 YearsComcast is 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.