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
Responsible for managing the Excellence in Operations team, focusing on the monitoring, repair, and maintenance of critical network infrastructure and specialized Unified Communications (UC) and Voice systems. Implements and ensures strict adherence to departmental procedures, processes, and policies, particularly Service Level Agreements (SLAs). Maintains key internal relationships across engineering, field operations, and business units. Leads and plans operational projects and provides subject matter expertise in cross-functional teams. Has overall responsibility for developing and administering performance standards for the organizational unit.
Job Description
Core Responsibilities
- Operations Oversight: Direct the 24/7/365 monitoring, troubleshooting, and restoration of core network infrastructure, including CMTS systems, headend facilities, and wide-area transport systems.
- Unified Communications (UC) Focus: Oversee the maintenance and support of the enterprise Unified Communication (UCaaS/VoIP) environment, ensuring quality of service metrics (e.g., call quality, latency, availability) are consistently met.
- SLA Management: Implement, manage, and enforce National and Local Service Level Agreements (SLAs), policies, and procedures to ensure efficient and effective support for all network and UC operating systems.
- Monitoring and Reporting: Implement and maintain robust monitoring processes for all services, network health, and UC performance. Assure proper tracking and reporting of network-related measurements, including network health reports, post-mortem analysis of outages, headend reports, trending analysis, and management summaries.
- Leadership and Projects: Plan and lead department projects and initiatives (e.g., system upgrades, migration projects) and provide expertise and leadership in cross-functional project teams to ensure completion on time and within budget.
- Team Development: Develop, train, and mentor staff on technical skills and operational best practices. Develop and conduct performance reviews to ensure the team operates at optimum efficiency and in accordance with Company standards.
- Strategic Integration: Integrate department strategy into daily goals and objectives, ensuring the operations team supports long-term network reliability and service expansion.
- Discretion & Schedule: Consistent exercise of independent judgment and discretion in matters of significance. Regular, consistent, and punctual attendance is required. Must be able to work nights, weekends, variable schedule(s), and overtime as necessary, supporting a 24/7 environment.
- Other duties and responsibilities as assigned.
Qualifications & Requirements
- More than 7-10 years of experience as a People Leader, ideally managing a Network Operations, Voice Operations, or Technical Support team.
- Extensive experience and deep technical knowledge in Unified Communication as a Service (UCaaS), VoIP, Telephony, and management of large-scale Network Infrastructure.
- Certifications such as Cisco CCNA Voice/Collaboration, Project Management (PMP), or ITIL are a significant advantage.
- Work Schedule: Amenable to work full-time onsite for the first 6 months, transitioning to a hybrid setup (2 days onsite, 3 days remote) upon regularization.
- Shift Work: Able to work a shifting schedule, primarily mid-shift and night shift, to support 24/7 operations.
Employees at all levels are expected to:
- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
- Win as a team - make big things happen by working together and being open to new ideas.
- Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
- Drive results and growth.
- Support a culture of inclusion in how you work and lead.
- Do what's right for each other, our customers, investors and our communities.
Disclaimer:
- This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Comcast is 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, genetic information, or any other basis protected by applicable law.
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 to eligible employees. 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 on our careers site for more details.
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
5-7 Years
