Job
Description
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 The ?Senior Operations Analyst? serves as a key technical leader within the IT support team, responsible for efficiently diagnosing, prioritizing, and coordinating the resolution of technical incidents This role should apply expert engineering methodologies in one or more engineering areas This role involves acting as an escalation point for high-impact issues and drive accountability of ticket resolution & fixes of patterns with domain leads The operations analyst also contributes to continuous improvement initiatives by analyzing incident patterns by leveraging cross-domain data and tools to identify root cause, developing best practices, and optimizing processes Interfaces with key engineering and peer operations organization leads This role should act in compliance with industry and Company technical requirements, standards, policies and procedures The ideal candidate will provide technical leadership to junior Engineers in the project Job Description Core Responsibilities: Advanced Incident RCA And Management Support & coordinate RCA and resolution of high-impact technical incidents Track escalation from frontline support teams Visibility into Ticket Volumes & SLA adherence Technical Troubleshooting And Root Cause Analysis Perform diagnostics and root cause analysis on critical issues involving hardware, software, networks, and systems Drive implementation of temporary or permanent solutions to maintain service continuity in partnership with core engineering teams Work alongside engineering and operations teams to identify long-term fixes Collaboration And Stakeholder Communication Faster implementation of root cause fixes and reduction in manual workarounds Clearly communicate incident status, impact, and resolution plans to stakeholders, including technical and executive audiences Strong communication and collaboration skills Experience working in a global delivery model with offshore and remote teams Ability to manage handoffs effectively in a follow-the-sun support model Proficiency in collaboration tools (eg, Microsoft Teams, Slack, Confluence) for seamless communication Process Improvement And Optimization Analyze incident data to identify trends, recurring issues, and areas for improvement Develop and enhance triage processes, workflows, and standard operating procedures (SOPs) Implement proactive measures to reduce incident frequency and impact Monitoring And Reporting Single pane of glass that provides end-end issue visibility of issues to the stakeholders Generate detailed reports on incident metrics, response times, and resolution outcomes Scorecards/Dashboard to track quality and Journey experience improvements Documentation And Knowledge Sharing Maintain comprehensive and accurate documentation of incidents, resolutions, and best practices Contribute to knowledge base updates to support efficient incident management and troubleshooting 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 Consistent exercise of independent judgment and discretion in matters of significance 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 & diversity Do what's right for each other, our customers, investors and our communities Regular, consistent and punctual attendance Must be able to work nights and weekends, variable schedule(s) and overtime as necessary Other duties and responsibilities as assigned 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 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 to eligible employees 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 Thats 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 on our careers site for more details 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 7-10 Years
