Reliability Engineer (Incident Management)

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. In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.

Job Summary

Responsible for contributing in project teams, troubleshooting operational issues, providing technical solutions to operational problems, new product implementation, implementing existing products and services and the overall upkeep and maintenance of designated areas of engineering. Acts in compliance with industry and Company technical requirements, standards, policies and procedures. Works with moderate guidance in own area of knowledge.

Job Description

The Engineer 2 of OSS/BSS Operations will provide end-to-end production support for Enterprise Applications. The engineer will be tasked with supporting OSS/BSS, Middleware, and Data Management Systems, including billing, provisioning, activation, authentication, transaction processing, location service, customer care, and technician's applications.

As part of the team, you will be responsible for supporting critical systems/applications that our customer-facing employees depend on in their daily work activities to provide the best possible experience for our customers.

A member of this team must work closely with application owners and build excellent working relationships with team members. The team member needs to have a strong knowledge mix of both technical and business flows to support applications/platforms, as well as a strong focus on customer experience. The team member must demonstrate excellence in Incident Management and Problem Management.

For this role, we are looking for passionate individuals with a strong business sense and excellent communication skills. This role provides opportunities to gain deep insights into the actual operation of a world-class support organization.

Core Responsibilities

• Ability to troubleshoot and repair all but the most complex issues. Performs maintenance activities with a minimum of supervision and guidance. Leads technical outage bridges and engages appropriate resources to drive issues to closure.
• Effectively perform Incident Management from incident start through resolution, partnering with engineering and deployment to determine root causes, and driving rigorous Problem Management to follow through on actions.
• Foster and encourage a culture of clear and precise communication, continuous improvement, and employee engagement.
• Focus on best-in-class reliability engineering and operations methodologies.
• Develop tools.
• Acts as an advocate for Engineering Operations procedures, policies and processes. Ensures projects and initiatives are adhering to Company standards.
• Tracks and reports operational workflows; maintains records of results and feedback. Analyzes data and metrics, identifies problem areas and provides actionable insight.
• Acts as a technical resource in projects and initiatives and ensures successful project implementation.
• Contributes to design considerations for new products or architectural changes to existing products.
• Analyses problems in design, configuration, data flow and data state within a highly complex multi-product provisioning system.
• Performs routine maintenance tests for designated areas of engineering and ensures all maintenance is properly validated to minimize impact.
• Provides training and guidance to less experienced team members.
• Attains industry standard certifications and education.
• 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.

Job Specifications:

• Experience in Incident Management, Problem Management, Service Availability Management, and Change Management

• Excellent written and oral communication skills, with the ability to convey

sophisticated emergent situations clearly and concisely

• 2-4 years of experience in Telecommunications, Middleware, or Networking domains

• Preferred knowledge of Oracle Fusion Middleware (SOA Suite), MuleSoft, SOAP, ESB, OSB, Weblogic, REST services (JSON), WSDL, XML, XSL/XSLT, VISIO, Excel, API, Microservices, WebLogic, Cloud, IaaS, PaaS, and Cloud application design principles

• Prior experience in the cable industry is preferred

• Highly collaborative with a strong work ethic

• Embraces challenges and displays strong creative flexibility.

• Familiarity with Site Reliability Engineering (SRE) concepts.

• Knowledge of ITIL and/or eTOM frameworks 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 flawless 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 insights!
• 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.
• This position is ineligible for visa sponsorship. To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Compensation

This job can be performed in Denver Campus, with a Pay Range of $66,711.32 USD - $100,066.98 USD

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

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.