Manager, Incident Management

We are seeking a Manager, Incident Management to oversee a team of platform operations analysts responsible for 24x7x365 monitoring of end-to-end systems used in the delivery of NBC's Direct-to-Consumer platform. The role will manage incident management process, drive resiliency and escalation processes, and coordinate with Site Reliability and Delivery teams to ensure proper resolution of major production incidents.

Requirements

• Bachelor's degree in Computer Science, Information Technology or a relevant field
• Minimum 2 years management experience
• Minimum 5 years of experience in a Service Management role overseeing the needs of a large digital system
• Experience using ServiceNow or similar ITIL tool to manage change and incidents
• Expertise in creating run books and other process documentation
• Understanding of DevOps, Site Reliability Engineering, and CI/CD pipelines
• Available to support live events on nights and weekends as required
• ITIL Service Support knowledge
• Passionate about leading a team of analysts committed to ensuring 99.999% availability
• Exceptional verbal and written communication skills
• Comfortable communicating with technical and non-technical colleagues and executives
• High attention to detail and accuracy
• Exceptional organization skills and excel at multitasking with the ability to pivot during major outages
• Strong customer service orientation
• Ability to understand large complex software systems and their interdependencies
• Strong collaboration skills and ability to develop strong relationships with service owners
• Knowledge of video streaming platforms and cloud computing providers a plus

Benefits

• Medical, dental, and vision insurance
• 401(k)
• Paid leave
• Tuition reimbursement
• Discounts and perks