Technical Account Manager

About the position

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services. This position is a heavy client-facing role within Comcast Business, serving as a client liaison and point of contact for several highly complex enterprise clients. The role focuses on partnering with internal cross-functional teams and vendors to resolve complex break/fix scenarios, engaging broader teams as necessary. The individual will serve as the highest tier operational support for various cross-functional teams, leading activities focused on restoration of outages and achieving continuous improvement for clients. The ideal candidate will have a level of knowledge and experience in both network engineering and project management.

Responsibilities

• Accountable for understanding and managing services across highly complex enterprise client accounts.
• Supports multi-location customers with multiple services at each location.
• Directs third party agencies, internal and external resources while troubleshooting and resolving complex peer-to-peer or vendor/supplier troubles focusing on rapid restoration.
• Supports all the NOC tools and alarms; analyzes systems needs and determines prioritization of break/fix scenarios; implements changes and suggests improvements.
• Looks to understand and drive efficiencies across other NOC desks.
• Provides clear and concise technical communication during large outage scenarios.
• Leverages engineering methodologies across multiple areas of focus.
• Facilitates training and coaching to peers, vendors, third parties and more junior engineering operations staff.
• Identifies, obtains, and confirms participation from required cross-functional teams.
• Works with the core team to identify and schedule all the work for end-to-end support required to fulfill scope.
• Identifies and manages critical path, being mindful of upstream and downstream dependencies.
• Facilitates the development and implementation of key goals, objectives and success criteria with key stakeholders and core team.
• Communicates updates on major milestones and keeps all stakeholders informed of progress and issues.
• Identifies and manages proposed changes to program parameters and works with Enterprise Management to ensure appropriate processes and communications are followed.
• Monitors and ensures quality of deliverables.
• Plans agendas for, facilitates and leads required meetings; prioritizes and drives cross-functional activities, and develops and manages communications, summary reports, and status for various audiences; provides accurate status information in the form of formal briefings, coordination meetings, and written/graphical reports.
• Consistently meets or exceeds organizational scorecard, productivity, and quality metrics.
• Regular, consistent, and punctual attendance.
• Must be able to work nights and weekends, variable schedule(s) as necessary.

Requirements

• Bachelor's Degree preferred.
• 5-7 years of relevant work experience.
• Knowledge and experience in network engineering and project management.

Benefits

• Base pay dependent on job-related, non-discriminatory factors such as experience.
• Most sales positions are eligible for a Commission under the terms of an applicable plan.
• Most non-sales positions are eligible for a Bonus.
• Best-in-class Benefits to eligible employees.