Senior Manager, UCC and Incident Management, APAC

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.

Universal Pictures Content Group (UPCG) is a distinct business unit within Universal Pictures Filmed Entertainment Group, part, of NBCUniversal. With offices around the world, UPCG acquires, develops and produces a diverse range of quality content across a multitude of genres (film, anime, TV drama, music, sports, documentary, family entertainment, events & special interest) for global distribution.

We are seeking a results-driven and hands-on Senior Manager of Unified Communications and Incident Management. This role will be responsible for leading the strategy, operations and support of unified communications platforms and overseeing the organization’s incident management function for APAC.  This role ensures seamless collaboration across voice, video and messaging platforms while driving effective processes to prepare for, respond to, and resolve critical incidents. This role will partner closely with other IT functional areas, business stakeholders and executive leadership to maintain a reliable environment while minimizing disruptions and ensuring organizational resilience.  

Key Responsibilities

• Oversee day-to-day UCC (Unified Communications and Collaboration) Ops across the APAC region, including on-site support and remote technical services.
• Manage and mentor local IT support teams fostering a high-performance culture focused on customer satisfaction.
• Monitor performance, capacity and service quality, implementing improvements where needed in the UCC space.
• Assist in vendor coordination and contract management for regional AV\UCC services and equipment.
• Support UCC project delivery across the region by coordinating tasks, resources, and communications with global and local stakeholders
• Own the enterprise incident management framework, playbooks and escalation processes.
• Act as a first-level escalation point for operational incidents within the region impacting business and operations at scale, working closely with the Director to resolve complex challenges.
• Maintain and exercise crisis communication protocols, including executives and user population.
• Maintain documentation, SOPs, and knowledge articles to support consistency and operational excellence.
• Coordinate incident response and root cause analysis, implementing long-term solutions.

Basic Qualifications –

The successful candidate will have:

• 5+ years of experience in UC or Incident management space, with at least 2 years in a leadership or supervisory capacity.
• Strong understanding of IT support best practices, service delivery models, and end-user technology.
• Strong technical expertise with platforms such as MS Teams, Zoom, Cisco UC, Avaya.
• Familiarity with ITIL practices; certification preferred (e.g., ITIL 4 Foundation).
• Excellent interpersonal and communication skills with a customer-first mindset.
• Strong troubleshooting abilities and comfort working in a fast-paced, dynamic enterprise environment.
• Proven experience in managing regional teams and collaborating across time zones and cultures. 
• experience with recruitment and management of external legal counsel.

 Desired Characteristics: 

• Experience in enterprise-scale environments, preferably media, entertainment, or theme park operations.
• Exposure to cloud-based collaboration tools (e.g., Microsoft 365, Zoom).
• Project coordination or project management experience (PMP or similar certification a plus).
• Passion for emerging technologies and improving the employee technology experience.

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.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].