Engineer 3, Eng Ops

Comcast's Technology, Product & Experience organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards. Because our employees are our most valuable asset, we offer a flexible working environment to balance the need to work independently wherever you choose, with days that require collaboration at one of our offices. Our roles primarily reside inside or around one of our Tech Hubs (Philadelphia and surrounding suburbs, Denver, Austin, Silicon Valley, Washington DC/N. Virginia).

Job Summary

Responsible for high-severity incident management functions including communications, triage and after-action reviews. Proactively identifies and works to mitigate potential customer-impacting issues via anomaly detection and monitoring methods. Has the ability to drive technical, deep-dive investigations through to resolution. Actively works with the REPS team to ensure up-to-date SOP documentation, monitoring opportunities and trending issues.

Job Description

Core Responsibilities

• Mentors' junior members of the team to build/share knowledge.
• Able to successfully lead after action reviews and deep-dive investigations with engineering teams.
• Can communicate clearly to all levels of the organization (technical and non-technical).
• Responsible for identifying and implementing automated processes.
• Developing scripts for triage/troubleshooting for residential products.
• Understanding of how to extract, analyze and interpret data.
• Experience in application development, engineering and support.
• Understanding of application stack traces, log files and diagnostic files.
• An understanding of Cloud infrastructure (Network and Server architecture)
• On-boards new products into support including SOP's, Runbooks, monitoring and alerting.
• Maintains focus on problem management and key areas to maintain 99.999% uptime of supported systems.
• Attends and participates in required meetings.
• Consistent exercise of 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.

Desired Skills and Abilities:

• Strong hands-on technical experience with Python (preferably Flask) GitHub, Linux OS, SQL (preferably MariaDB or similar), shell scripting, HTTP, TCP/IP, API architecture - REST, GraphQL
• Basic understanding of SNMP, Perl, Cloud computing, networking protocols (WebPA, Web socket)
• Rapid prototyping new projects as requested while in an Agile framework
• Strong organizational, communication, customer service, problem solving and interpersonal skills.
• Experience in supporting business objectives in a partnered/outsourced model.
• Solid understanding of operational support tools and processes is preferred (IOP, OIV).
• Ability to participate in rotating on-call support.
• Solid understanding of Comcast products and services.
• Understanding of cable and IP technologies is a plus.

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.

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.

Compensation

Pay Range: $81,646.26-122,469

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. 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. 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.

Certifications (if applicable)

Relative Work Experience

5-7 Years

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, or any other basis protected by applicable law.