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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 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

We’re seeking a Service Operations Incident and Problem Analyst who will be part of a team, all with a Group mindset. You’ll be the eyes and ears of all things Operational Performance for customer and employee facing employee-facing services.

What You’ll Bring:

• Change Management– You will be responsible for providing support to teams on how to engage with the Change Management process. This includes supporting teams to raise changes, ensuring that they are raised with the correct information, that the correct approval groups are added and that appropriate lead time has been provided. You will also ensure teams understand their responsibilities for change, which will help drive high quality and reduce unnecessary delays and effort. Where required you will provide support during high-risk changes ensuring teams are following the agreed plan and adequate testing has been done post change. You will support the change team to drive continuous improvement opportunities,trackingvalue and cost reduction.

• Service Readiness & Assurance – You will contribute to the management of all Change and Event calendars ensuring that risks, discrepancies or clashes are effectively identified and escalated. Tracking productivity status of our business ops organisations and supporting Tech response where necessary. You will assist with preparation of reports to strict deadlines, usinge your incident and change knowledge and experience to highlight hotspots of activity.

• Incidentncident Management – You will be responsible for supporting the correlation and validation of incidents, including ensuring the impact, urgency and correct assignment of the issue; you’ll work as a vital first responder so that incidents are rapidly addressed, whilst determining determining when a major incident needs to be declared and a member of the GSM Incident Management team needs to be assigned to the case. Wherever possible you will be required to assist the Major Incident Manager with engagement, communication and task administration using all relevant tools during service restoration of managed incidents. You’ll also use your awareness to correlate incidents to events, change activity and known errors to ensure these are addressed correctly, whilst supporting the GSM Incident management team in ensuring all key documentation in relation to incidents is accurate and of a high standard.

• Problem Management - Driving with focus and urgency to completion, you will own the mitigation of root cause and all relevant improvement actions for all managed incidents. You will also assist and support the Problem Managers with admin and reporting for post-incident and proactive problem management activities, and on occasion, you will help to lead problem management review meetings following managed incidents. You will also work with our data and our extended data teams to drive insight and improvement in all elements of Incident and Problem management for managed and non-managed incidents.

What you’ll bring:

• Detail-oriented and highly organized, with the ability to manage multiple activities simultaneously.

• Proactive mindset and ability to work independently in a fast-paced and dynamic environment.

• Understanding of ITIL and key service management functions and their responsibilities: Incident Management, Problem Management, Change Management, Release, Service Delivery

• Strong written and verbal communication, and confidence to work across a multitude of technology types, often whilst under time constraint constraints and pressure. Can consider the audience and tailor smart communications in a consistently effective manner.

• Your style and methods, getting the best out of all colleagues across required to successfully deliver.

• Skills, motivation and aptitude to perform in a high profile, fast pacedfast-paced environment, driving virtual teams, short notice requests, as well as multiple initiatives all at once.

• Confidence in liaising with all levels of stakeholders

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.

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.

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.

Relevant Work Experience

5-7 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. 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 compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.