Eng 3, XOC Network Problem Manager (Centennial, CO or Everett, WA)
Company: Comcast Technology & Product
Location: Colorado Springs
Posted on: January 15, 2019
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. Military Experience Welcomed! Day 1 Benefits for New Hires! Job Summary: The Network Problem Manager is a member of the 24X7 West Division XOC Network Service Desk (NSD) team that monitors, repairs, and maintains network infrastructure. Responsible for searching for the root cause of incidents, developing and communicating known errors and taking measures to improve or correct the affected situation. Interfaces with XOC teams, Engineering, peer operations organizations, vendors, and executive team. Reviews and analyzes closed incidents. Works with Incident Manager, Change Management and others to identify and address systemic issues. Recommends solutions to systemic problems and works with stakeholders to implement them. Acts as a key contributor in a complex and crucial environment. Does not have any direct supervisory responsibilities. May direct workflow and act as a technical lead. May lead teams or projects and shares expertise. Employees at all levels are expected to: - Understand our Operating Principles; make them the guidelines for how you do your job - Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services - Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences - Win as a team - make big things happen by working together and being open to new ideas - Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers - Drive results and growth - Respect and promote inclusion and diversity - Do what's right for each other, our customers, investors and our communities Core Responsibilities: - Drives issues through closure engaging all appropriate resources. Leads technical bridges and provides troubleshooting direction. Provides guidance and recommended solutions to complex technical issues. - Acts as an advocate for Engineering Operations procedures, policies, and processes. Ensures projects are fully integrated into the operations environment including lifecycle problem management from front line CARE through Engineering. - Creates data and metric systems to track operational workflows; maintains records of results and feedback. Analyzes data and metrics, identifies problem areas, and provides actionable insight to management. - Provides input to Engineering and vendors on defects and required enhancements. Attains all relevant industry standard technical certifications. - Performs complex and routine maintenance tests for designated areas of engineering. Identifies, isolates, and escalates issues to appropriate personnel. Ensures that all maintenance is properly validated to minimize subscriber impact to (ideally) zero. - Contributes to design considerations for new products or architectural changes to existing products. Assists with or leads efforts to build new application infrastructure, coordinating efforts across teams. - Analyses problems in design, configuration, data flow, and data state within a highly complex multi-product provisioning system. - Serves as team lead on multiple projects, often spanning different engineering disciplines within the organization. - Leads the integration of projects into operations including instrumentation, automation, standardization, and methods/procedures. - Does not have any direct supervisory responsibilities. May direct workflow and act as a technical lead. - Consistent exercise of independent judgment and discretion in matters of significance. - Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary. - Other duties and responsibilities as assigned. Job Specification: - Bachelors Degree or Equivalent - Engineering, Computer Science - Generally requires 5-8 years related experience Certifications - ITIL Certification desired but not required Comcast is an EOE/Veterans/Disabled/LGBT employer
Keywords: Comcast Technology & Product, Colorado Springs , Eng 3, XOC Network Problem Manager (Centennial, CO or Everett, WA), Engineering , Colorado Springs, Colorado
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