Engineer, Engineering Operations

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. 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). Some roles can work virtual full-time if they are not near a Tech Hub, but that is dependent upon the needs of the position and amount of collaboration required.

Job Summary
The Engineer, Engineering Operations is encouraged to provide Operational, Incident, Problem and Change management support for a set of applications within the Enterprise Application group. The applications supported include but are not limited to OSS/BSS, Middleware, Customer CARE Applications/Tools, Tech applications/Tools, Internal Enterprise human resource, legal and Data Management Systems. This includes business functions such as billing, provisioning, activation, authentication, Telco/Cable operations, Serviceability, and Cloud based applications.

The Engineer will work closely with peers within the Reliability Engineering group, as well as develop excellent working collaboration with organizations across the company. The ideal candidate will possess a consistent track record of technical troubleshooting, incident/problem/change management, problem solving, excellent verbal/written communications, and continuous learning. They are expected to become a subject matter expert in multiple areas and help their peers become knowledgeable.

Job Description

Core Responsibilities:

• Develops strong technical knowledge of key applications, services and user communities.
• Effective Incident Manager during outages who have the respect of management and Engineer fix agents.
• Partners with Engineering and Deployment peers to drive meticulous root cause investigations and action items which improve system availability and resiliency
• Collaborates with development teams to understand application changes and identify potential issues that may arise, build implementation and back-out plans, and oversee the implementation during the scheduled maintenance window.
• Ability to work in a fast-paced 24x7 technical operations environment.
• Displays expertise in knowledge of engineering methodologies, concepts, and skills and their application in the area of specified engineering specialty.
• Regular and consistent attendance
• Other duties and responsibilities as assigned

Qualifications:

• Bachelor's degree or above
• 5+ years of hands on troubleshooting experience of a complex large scale enterprise application server environment with a minimum of 3 years in an ISP like environment.
• 5+ years of technical experience supporting Operations, Incident Management, Problem Management, and Change Management
• Base knowledge of OSI layer 3-7
• Understanding of Site Reliability Engineering (SRE) principles, Incident Management and Crisis Management
• Outstanding written and oral communication skills, with ability to articulate sophisticated emergent situations clearly to all levels of the organization.
• Solid understanding of application servers and applications services, load balancing and database technologies
• Hands on knowledge of system and application level monitoring solutions such as AppD, Nagios, Wily, HP BAC or similar type tools
• Proven record of supporting operations in a collaborative environment to lead large scale data implementation projects
• Experience in Telco/Cable/Media industry preferred
• Solid understanding of Mobile Virtual Network Operations functions is a plus
• Experience in IP Networking preferred
• Highly collaborative with a strong work ethic.
• Embraces challenges, displays strong creative flexibility.
• Familiarity with ITIL

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Lead 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 hardworking learners, users and advocates of our groundbreaking 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.
• Get 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.

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 benefits summary on our careers site for more details.

Education
Bachelor's Degree: Computer and Information Science (Required)

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
2-5 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.