Manager Incident Response

NBCUniversal; New York (NY); On-site; USD 160,000 - 165,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401(k)

Paid leave

Tuition reimbursement

Job summary

NBCUniversal is seeking a Senior Major Incident Manager to own global Major Incident Management within Enterprise Technology. You will lead governance, oversee services, and drive automation in ITSM, partnering with Change, Problem, and AIOps to improve incident delivery.

The role requires 10+ years in Major Incident Management, strong ITIL/ITSM expertise, and the ability to work remotely on East Coast hours with travel as needed. Eligible for NBCUniversal benefits.

Qualifications

• An experienced Major Incident Management leader/process owner and strategist.
• 10+ years in Major Incident Management or similar ITSM roles.
• 8+ years managing a team.
• Strong practical ITIL/ITSM skill set with operational experience.
• Demonstrated knowledge of incident management practices in a large organization.
• Proven ability to identify operational inefficiencies and implement AI/automation solutions.
• Experience managing 3rd parties & vendors within a Service Delivery of Infrastructure remit.
• Excellent communications and facilitation skills to lead outage calls and draft updates.
• Remote role, able to work during East Coast time zone and provide off-hours support.
• Willingness to travel domestically and internationally as needed.

Responsibilities

• Manage the delivery of the Major Incident Management function, hands-on as required.
• Lead and coordinate Major Incident Team Leads and offshore team to meet internal SLOs.
• Ensure rapid restoration of normal service operations to minimize business impact.
• Define clear communication strategies for major incidents to stakeholders.
• Provide outage updates to end users and leadership with progress and workarounds.
• Analyze workflows to identify bottlenecks and suggest AI/automation solutions.
• Drive continual service improvement across ITSM and AIOps functions.
• Act as escalation point for Major Incident Function and incidents.
• Develop internal dashboards and report on major incidents for Executive Management.
• Collaborate with Service Management Ops to implement enterprise IT strategies.

Skills

Major Incident Management

ITIL/ITSM

Leadership / Team management

AI tools

Vendor management

Communication skills

ServiceNow

MS Teams

Slack

PowerPoint

Excel

Copilot

Tools

ServiceNow ITSM

MS Teams

Slack

Job description

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our global theme park destinations, consumer products, and experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, NBC Sports, Telemundo, NBC Local Stations, Bravo, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through our powerhouse film and television studios, including Universal Pictures, DreamWorks Animation, and Focus Features, and the four global television studios under the Universal Studio Group banner, and operate industry-leading theme parks and experiences around the world through Universal Destinations & Experiences, including Universal Orlando Resort, home to Universal Epic Universe, and Universal Studios Hollywood. NBCUniversal is a subsidiary of Comcast Corporation. Visit www.nbcuniversal.com for more information.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

The Major Incident Manager will have global accountability for providing governance and oversight of the Major Incident functions within Enterprise Technology. This role will own the global Major Incident Management process, the delivery of Major Incident Management services and will be accountable for defining and managing integrations between technology support processes and the wider Operations and Technology framework. You will be working across the global Enterprise Technologies organization and with internal and external groups to ensure delivery and success. You are passionate about Major Incident and willing to get hands on in order to effect and ensure change and improvement. You are a leader who enjoys working with others and problem solving and are usually the person others seek for support and advice. You also demonstrate an executive presence that instills confidence in subordinates, peers and senior leaders that you are proficient and dependable in the execution of your duties. The Manager for Major Incident will be also responsible for the design and management of automating ITSM related services in partnership with Change, Problem, and AIOPs through analysis of related policies, procedures, and processes to improve how these services are delivered to the business.

Responsibilities:

• Manage the delivery of the Major Incident Management function, hands on as required.
• Manage the Major Incident Team Leads and offshore team to ensure internal SLOs are met.
• Ensure restoration of normal service operations as quickly as possible to minimize the impact on business operations.
• Define, manage and ensure the delivery of clear communication strategies for major incidents, keeping all key stakeholders in formed to agreed and appropriate levels throughout the incident lifecycle.
• Provide updates to end users and leadership by way of outage notifications to keep them informed of progress to resolution and/or workarounds that have been implemented.
• Analyze workflows to identify operational bottlenecks and recommend targeted AI or machine learning solutions that automate repetitive tasks and shorten cycle times.
• Identify and implement continual service improvement opportunities across the Major Incident, Change, Problem management and wider ITSM and AIOps related functions.
• Serve as the escalation point for Major Incident functions and incidents.
• Develop internal dashboards and reportson Major incidents and lead their review with Executive Management.
• Partner with Service Management Ops colleagues to deliver on Enterprise Technology strategies.
• Partner with the providers of core functions to ensure compliance to business related SLAs and contractual obligations.
• Promote the Major Incident process and act as a champion of this function within the wider Crisis Management community.
• Collaborate with Technology Resolver teams and Business Stakeholders on service improvements within the ITSM area.

Basic Requirements:

• An experienced Major Incident Management leader/process owner and strategist.
• 10+ years in Major Incident Management or similar ITSM roles.
• 8+ years managing a team.
• Strong practical ITIL/ITSM skill set with operational experience.
• Demonstrated knowledge of incident management practices, activities, techniques and tools within a large, complex organization.
• Be technically fluent in modern AI tools (such as generative AI platforms, predictive analytics, and RPA) and have a foundational understanding of how APIs integrate with existing enterprise software.
• Proven ability to identify operational inefficiencies and implement AI, automation or data-driven solutions that improve performance.
• Demonstrated experience of managing 3rd parties & vendors within a Service Delivery of Infrastructure remit.
• Candidate must have excellent communications and facilitation skills to lead outage calls as well as to draft periodic updates to business stakeholders on progress to service restoration.
• This role is remote, but candidate must be able to work during East Coast time zone and provide off-hours support as needed.
• Candidate must be flexible to travel domestically and internationally on an as needed basis

Desired Characteristics:

• Have past or present technical skill or high-level comprehension in some discipline.
• Have excellent problem-solving skills that helps to drive investigation, identification and resolution of outages.
• Experience with collaboration tools MS Teams and Slack as well as with IT Service Management workflows in ServiceNow.
• Experience implementing automation of workflows either via hands or in partnership with technical support teams.
• Be proficient with PowerPoint, Excel, Copilot, Teams and other MS related products to produce post incident artifacts, reporting, and analysis to help further improve ITSM services.

Additional Requirements:

Fully Remote: This position has been designated as fully remote, meaning that the position is expected to contribute from a non-NBCUniversal worksite, most commonly an employee’s residence.

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $160,000 - $165,000 (bonus eligible)

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

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