Full-Time Manager, Incident Management

NBCUniversal, the global media company...has launched an all-new direct-to-consumer streaming service bringing together the breadth and depth of NBCU’s broadcast and cable television series, movie titles, premier sporting events, and renowned news reporting.

The Manager, Incident Management will be part of the ITSM Platform Operations team supporting ongoing operations of the streaming service.

Responsibilities include:

• Manage a team of platform operations analysts providing 24x7x365 monitoring of the end-to-end systems powering NBC’s Direct-to-Consumer platform.
• Drive the incident management process, ensuring all systems are documented in the CMDB with properly described resiliency and escalation processes.
• Quickly assess the severity of an outage related to business impact.
• Create run books for Platform Operations Analysts to follow during production incidents.
• Act as an escalation for major production incidents, leading the incident response and coordinating with Site Reliability and Delivery teams.
• Produce Root Cause Analyses for major and high incidents and work with the Problem Management team.
• Coordinate investigations and drive incidents to resolution/remediation.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a relevant field.
• Minimum 2 years management experience.
• Minimum 5 years of experience in a Service Management role.
• Experience using ServiceNow or similar ITIL tool.
• Expertise in creating run books and process documentation.
• Understanding of DevOps, Site Reliability Engineering, and CI/CD pipelines.

Desired Characteristics:

• Experience with streaming in a direct-to-consumer video business.
• Passion for leading a team committed to ensuring 99.999% availability.
• Strong verbal and written communication skills.
• High attention to detail and accuracy.
• Strong organization skills and ability to multitask.
• Strong customer service orientation.
• Ability to understand large complex software systems.
• Strong collaboration skills.
• Knowledge of video streaming platforms and cloud computing providers.

Skills Preferred:

• ITIL Service Support.

Additional Information:

• Available to support live events on nights and weekends.
• Salary range: $110,000 - $140,000 (bonus and long-term incentive eligible).
• In-person interview may be required.

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