This job has expired, please see additional jobs below
Manager, Production Support
Comcast
Philadelphia, PA, United States
Job Details - this job has expired, please see similar jobs below
Job Summary:
This role is part of the Production Support management team that is responsible for managing incidents for new and existing Products. This position is responsible for Incident Management ensuring that all incidents are identified, triaged and resolved within SLA. Additionally, this position will partner with the Problem Management team to ensure that root cause is documented for high severity incidents and delivered to the respective Product owners. This position will interface with Comcast Product, Change, Problem, Release, Engineering, Market and Operations Management teams. Work is performed in a 24/7 operatoins environment. Must be available to work weekends and holidays on an on call basis.
Core Responsibilities:
• Manage incidents to resolution including escalations where appropriate.
• Daily incident analysis reports for outstanding incidents
• Provide root cause analysis documentation to internal teams
• Review root cause analysis documentation with Product owners
• Document and adjust the Incident Management processes including training appropriate personnel
• Participate in new Product releases
• Integrate support with Production processes
Job Specification:
• Bachelor's degree in Computer Science or Engineering is required.
• Strong understanding of ITIL and Incident Management practices.
• Work related experience
• Web, Mobile and Cloud experience a plus.
• Proven experience and skill with network troubleshooting and configuration.
• Proven experience and skill with server hardware and software troubleshooting.
• 3+ years experience in an Enterprise 24x7 Network Operations Center or Production Support environment required
• 3+ years Incident and Problem Management required.
• Experience defining, implementing, and monitoring IT service level processes.
• Experience working in a large (1000+ server) and complex operations environments.
• Experience managing services in 5+ data center is a plus.
• Good understanding of Cloud infrastructure (Network and Server architecture).
• Exposure and familiarity with change, problem and release management.
• Excellent customer service skills with a professional demeanor. Must at all times be able to communicate clearly with all levels of employees, external vendors and management teams
• This role is hands on and will participate in troubleshooting during high severity incidents.
• This candidate must be able to adapt and switch between management and Product subject matter expert responsibilities.
• Excellent organizational, problem solving and project management skills.
• Ability to achieve specific results from little direction.
• Ability to work under pressure being adaptable and responsive to organizational requirements.
• Maintain high degree of self-motivation and independent decision making.
• Ability to work and derive creative and practical solutions to complex problems in independent work environment.
Comcast is an EOE/Veterans/Disabled/LGBT employer