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
Do you work well virtually Are you an inspiring leader Do you know how to manage operations while simultaneously working in partnership with others, designing future-state technical architecture and business processes Do you get excited about leading and engaging in a fully virtual team Are you an agent for change and a constant seeker of opportunities for automation and improvements Do you see the art of the possible while still ensuring operational excellence Do you want to have influence and impact in the areas of Innovation, Talent, Continuous Improvement and Quality If you can answer yes to these questions, then read on! IS Solutions coexisting as part of Comcast headquarters Finance and Accounting organization and is responsible for delivering best-in-class pricing, packaging, and financial strategies, solutions, and services across all our Comcast Cable lines of business from ideation through billing; with a growth-minded, diverse, and skilled team. Operations Solutions is one of five key functional areas of IS Solutions, with a responsibility to: 1) Lead and manage various programmatical mass change events into systems 2) Program, develop and audit code to replicate high-volume transactions allowing speed to market delivery 3) Responsible for platform migrations, security compliance and risk mitigation 4) Manage financial responsibilities for consumer services 5) Oversee customer equipment provisioning to ensure accuracy of service delivery for programming and event management 6) Manage parameters and systems for technical operations efficiencies for day-to-day house management, jobs and routing 7) Manage and maintain test environments for post-production validation of customer experience with product, applications and software 8) Intake incident management for multiple IS Solutions teams and Digital partners which includes recovery and natural disaster business needs. The ISS Triage team within Operations Solutions is a national team that supports case management across billing domains in support of multiple Comcast teams for billing triage and recovery. As a Manager within the Operations Solutions team, you will lead a high performing triage team that safeguards billing accuracy and customer experience across multiple platforms. You will establish incident practices, staffing and oncall coverage, cross functional engagement with platform/engineering/product, and continuous improvement that reduces repeat incidents and accelerates recovery. We seek the best and brightest talent within our team!
Job Description
Core Responsibilities
- Build, lead, and coach a team of Analysts, including hiring, performance management, skill development, and career paths.
- Own triage operating model: severity definitions, oncall rotation, communications standards, ticket quality, and stakeholder engagement.
- Serve as executive point of contact for critical incidents; provide transparent status, risk/impact framing, and executiveready readouts.
- Drive problem management: trend analysis, prioritization of systemic fixes, and partnership with platform/engineering to eliminate repeat issues.
- Partner with release/change teams on golive readiness, guardrails, and postrelease monitoring and rollback strategies.
- Establish metrics & reporting (MTTA/MTTR, incident volume/severity mix, reopen rates, automation ROI) and review them in regular business forums.
- Own knowledge management (KEDB/runbooks), ensure standardization across domains, and promote a learningoriented culture.
- Coordinates changes with other technology and operational teams when necessary to troubleshoot issues to ensure there are no customer impacts.
- 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) and overtime as necessary.
- Other duties and responsibilities as assigned.
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.
Skills/Experience
- Experience in production support/triage, including 3+ years leading teams (people leadership or incident command)
- Proven success running P1/P2 programs, stakeholder communications, and executive updates
- Familiarity with multiple billing platforms (CSG, Amdocs, Ascendon, Comcast Order Tech and Prepaid(AO1) and related upstream/downstream systems
- Strong prioritization and decisionmaking; able to balance customer impact, technical constraints, and operational risk
- Drive results & growth
- Respect and promote inclusion & diversity
- Talent leadership
- Technical Acumen
- Data-driven decision-making
Required
- Moderate SQL Knowledge
- Advanced analytical, documentation, process improvements, problem solving and communication skills
- Ability to shift priorities swiftly based on business demands
- Advanced interpersonal skills
- Ability to work with a cross-functional mindset
- Demonstrate highly developed critical thinking skills
- Advanced organization and time management skills Advanced organization and time management skills
Preferred
- Experience building dashboards/alerting to reduce noise and detect leading indicators
- Track record implementing automation and reducing MTTR at scale.
- ITIL Foundation or equivalent incident/problem/change management exposure
- Advanced SQL Knowledge
- Prior Experience with end-to-end testing
- Billing Domain Knowledge
- CSG
- Prepaid
- Amdocs (Wireless CES-10)
- Ascendon
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 an EOE/Veterans/Disabled/LGBT employer.
Comcast is 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. 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 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
5-7 Years
