Manager, Incident Management

$12,000 - $140,000/Yr

NBC - Englewood Cliffs, NJ

Full-time - Manager

Englewood Cliffs, NJ

Broadcasting and Content Providers

About the position

The Manager, Incident Management will lead a team responsible for the 24x7x365 monitoring of services that support NBCUniversal's Direct-to-Consumer platforms. This role focuses on managing incident response, ensuring minimal service disruption, and coordinating communication during outages. The manager will also oversee the documentation of systems and processes, drive incident management practices, and produce analyses for senior management.

Responsibilities

• Manage a team of platform Incident Managers who provide 24x7x365 monitoring of the end-to-end systems used in the delivery of NBC's Direct-to-Consumer platform.
• Drive the incident management process, ensuring that all systems are documented in the CMDB with properly described resiliency and escalation processes.
• Quickly assess the severity of an outage related to the business impact.
• Create run books for Incident Managers to follow during production incidents.
• Act as an escalation for any major production incident, leading the incident response in real-time and coordinating with the Site Reliability and Delivery teams to ensure proper resolution.
• Produce Root Cause Analyses to be shared with senior executive management for all major and high incidents and work with the Problem Management team to ensure that long-term remediation is tracked.
• Coordinate the investigations and drive the 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 overseeing the needs of a large digital system
• Experience using ServiceNow or similar ITIL tool to manage change and incidents
• Expertise in creating run books and other process documentation
• Understanding of DevOps, Site Reliability Engineering, and CI/CD pipelines
• ITIL Service Support knowledge

Nice-to-haves

• Experience with streaming in a direct-to-consumer video business highly preferred
• Exceptional verbal and written communication skills, comfortable communicating with technical and non-technical colleagues and executives
• High attention to detail and accuracy
• Exceptional organization skills and excel at multitasking with the ability to pivot during major outages
• Strong customer service orientation
• Ability to understand large complex software systems and their interdependencies
• Strong collaboration skills and ability to develop strong relationships with service owners
• Knowledge of video streaming platforms and cloud computing providers a plus
• Availability to travel as required

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)
• Paid leave
• Tuition reimbursement
• Variety of discounts and perks