Comcast Hiring for ITSM Analyst – Major Incident at Chennai, India Full Time

Comcast brings together the best in media and technology. We drive innovation to create the world’s best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

INTRODUCTION: At Comcast, we believe in the talent of our people. It’s our passion and commitment to excellence that drives COMCAST’s vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It’s what makes us uniquely Comcast. Here you can create the extraordinary. Join us. ABOUT THE ROLE: The Major Incident Management Analyst is responsible for supporting the Major Incident functions within Enterprise Technology. This role will help deliver the global Major Incident Management services and will be accountable for working with various technology teams. 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 solving problems, risk management, and working hands on with various support teams to ensure resolution to Major Incidents is found as soon as possible. You enjoy assisting others and are usually the person others seek for support and advice. You also demonstrate accountability and ownership 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.

Job Description

Responsibilities Include the following:

• Analysis of process and technical related areas for Major Incident related functions.

• In the event of an outage, ensure the restoration of normal service operation as quickly as possible to minimize the impact on business operations.

• 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.

• Prepare internal reports for Major Incidents and review with Executive Management as needed.

• Partner with Service Management Ops colleagues to help deliver on Service Management Enterprise Services as needed.

• Work with internal and external service providers to ensure compliance to Major Incident related SLAs and contractual obligations..

• Advocate 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.

REQUIREMENTS:

• An experienced Major Incident Analyst with hands on experience.

• Strong practical ITIL/ITSM skill set with operational background.

• 3+ years-experience operating within an enterprise scale Major Incident function.

• 2+ years-experience in a previous technical role(s).

• Demonstrated knowledge of incident management practices, activities, techniques, and tools within a large, complex organization.

• Have excellent problem-solving skills to help with investigation and resolution of major incidents and root cause.

• Demonstrated experience working with 3rd parties & vendors.

• Candidate must have excellent communications and facilitation skills to lead outage calls as well as to draft periodic updates to business stakeholders on service restoration.

PREFERRED QUALIFICATIONS:

• Experience with collaboration tools such as MS Teams and Slack and ITSM ticketing tools such as ServiceNow and Jira.

• Be proficient with PowerPoint, Excel, and other MS Office products such as OneNote.

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.

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.

Relevant Work Experience

2-5 Years

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 (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.