Major Incident Response Lead

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.

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The Major Incident Management Lead is responsible for providing governance and oversight of the Major Incident functions within Enterprise Technology. This role will help manage the global Major Incident Management process, the delivery of Major Incident Management services, and will be accountable for defining and managing integrations between technology MIM procedures 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 will also help partner and support the wider Service Management team to help deliver on Service Management Enterprise Services as needed. You are passionate about Major Incident and willing to get hands on ensuring delivery of service and improvements. You are a leader who enjoys influencing others and problem solving and are usually the person others seek for support and advice. You also demonstrate executive presence that instills confidence in subordinates, peers, and senior leaders that you are proficient and dependable in the execution of your duties. This role will be also responsible for the design and management of automating Major Incident related services across the organization 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 functions, hands on as needed.
• Ensure the restoration of normal service operations as quickly as possible to minimize the impact on business operations in the event of an outage.
• Ensure the delivery of clear communication for major incidents, keeping all key stakeholders informed to agreed and appropriate levels throughout the incident lifecycle.
• Provide updates to clients and leadership by way of outage notifications to keep them informed of progress to resolution and/or workarounds that have been implemented.
• Identify and implement continual service improvement opportunities across the Major Incident, Crisis Management, and wider Service Management functions.
• Serve as an escalation point for Major Incident functions.
• Prepare internal reports for Major Incidents and review with Executive Management.
• Partner with Service Management Ops colleagues to help deliver on Service Management Enterprise Services as needed.
• Manage core Major Incident functions to ensure compliance with SLAs and contractual obligations.
• Promote the Major Incident process within the wider Enterprise Technology, Enterprise Applications, Media Operations and Crisis Management community, and client teams.
• Collaborate with Technology Resolver Teams and Business Stakeholders to understand required service level indicators and to ensure service level objectives are met in terms of impact to service.
• Provide 24x7 on-call support at scheduled intervals.

Basic Requirements:

• 8+ years of hands-on experience running and operating enterprise scale Global Major Incident Management services.
• Strong practical ITIL/ITSM skill set with operational background.
• Demonstrated knowledge of incident management practices, activities, techniques, and tools within a large, complex organization.
• Strong problem-solving abilities to support the investigation and resolution of significant incidents and their underlying root causes.
• Proven track record of effectively managing third-party providers and vendors within the context of Service Delivery.
• Excellent written and verbal communications as well as facilitation skills to lead outage calls as well as to draft periodic updates to business stakeholders on progress to service restoration.

Desired Characteristics:

• Experience with collaboration tools such as MS Teams and Slack and ITSM ticketing tools such as ServiceNow and Jira.
• Proficiency with PowerPoint, Excel, and other MS Office products such as OneNote.
• 3+ years’ experience in a technical role(s)

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: $115,000 - $140,000 (bonus eligible)

We are accepting applications for this position on an ongoing basis.

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