Technical Account Manager - Irvine, United States - Comcast

Description

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what's next.

Powered by the nation's largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation's largest technology provider to small businesses and one of the leading service providers to the Enterprise market.

Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for operating, deploying, managing and continuously improving Company's Voice, Commercial, Data, Security, Systems and Network services as well as associated infrastructure in a 7/24 environment.

Examples of infrastructure include, but are not limited to:
routers, switches, optical transport, applications, servers, IP scopes, databases, etc.

Position focuses on stabilizing new products, technologies, services, networks, systems, tools and protocols; drives standardization, automation and service focused instrumentation; provides subject matter expertise; resolves complex break/fix scenarios, engaging broader teams as necessary and partners with/leads engineering, vendors and regions to achieve continuous improvement.

Serve as highest tier operations support for various field, care, vendors and customer focused organizations.

Job Description

Core Responsibilities

• Leads all command and control-related activities focused on restoration of outages, communication across Company and rapid restoration.
• Performs a variety of highly complex analytical duties in the planning, deployment, testing and evaluation of the Company's network, products and services including the IP platform, Voice, Data, Commercial, and Systems platform.
• Works under consultative direction towards predetermined long range objectives.
• Determines and pursues course of action necessary to achieve results.
• Frequently serves as operation lead on specific projects, providing broad direction across teams.
• Responsible for utilizing advanced program management skills and knowledge to follow the organization's strategic plan and lead the large-to-medium and/or moderately complex programs spanning multiple organizations.- Delivers outcomes, longer-term improvements and benefits in support of the organization goals.
• Works closely with vendors and field to identify and drive improvements across the topology.
• Works and directly leads external vendors, third parties and associated agencies, when necessary.
• Directs third party agencies, internal resources and external resources while troubleshooting and resolving complex peer-to-peer or vendor/supplier troubles focusing on rapid restoration.
• Devises and implements strategies for solving complex technical issues directly impacting internal and external customers or increasing performance across broad ecosystems.
• Supports all the NOC tools and alarms; analyzes systems needs and determines prioritization of break/fix scenarios; implements changes and suggests improvements.
• Ensures the availability of networking services; studies, evaluates, analyzes and monitors the network and services to determine problem areas and/or areas of concern.
• Identifies and implements opportunities for improvement across XNOC and XOC.
• Provides clear, crisp and concise technical communication and coordination during large outage scenarios.
• Accountable for providing technical assessment of complex changes across ecosystems to ensure resolutions of potential conflicts before impacting intra-/interrelated vertical systems.
• Accountable for understanding and managing services across highly complex ecosystems cutting across multiple technologies, organizations, people, companies and solutions.
• Requires detailed understanding of complex interdependencies.
• Develops and reports on metrics which show system uptime and overall service desk compliance to ITIL standards.
• Possesses advanced depth and breadth of knowledge across two to five major ecosystems/technologies requiring technical competency, advanced training and outstanding verbal and written communication skills.
• Leverages engineering methodologies across multiple areas of focus. - Possesses advanced working knowledge and application of process design, client server technology and internal/external processes.
• Looks to understand and drive efficiencies across other NOC desks.
• Preferred knowledge and experience with managed services, vendor certifications, or training (Aruba; Fortigate; Meraki; Cradle Point; Cisco, etc.).
• Understands the scope as defined by the business requirements and budget process.
• Participates in key planning milestones.
• Provides training and coaching to peers, vendors, third parties and more junior engineering operations staff.
• Identifies, confirms and obtains participation from required cross-functional teams. Works with the other team members and Strategic Business Initiative to do this effectively.
• Builds plans and maintains records. Works with the core team to identify and schedule all the work for end-to-end support required to fulfill scope.
• Works with resource leadership to obtain and assign resources to the plan.
• Analyzes areas of risk to avoid risky activities by identifying and managing critical paths and risk areas. Establishes contingency plans and identifies trigger events and assumes responsibility for initiation corrective actions. Escalates early to determine when to engage senior management.
• Facilitates the development and implementation of key goals, objectives and success criteria with key stakeholders and core team.
• Communicates updates on major milestones and keeps all stakeholders informed of progress and issues.
• Identifies and manages proposed changes to program parameters and works with Enterprise Management to ensure appropriate processes and communications are followed.
• Plans agendas for, facilitates and leads required meetings; prioritizes and drives cross-functional activities, and develops and manages communications, summary reports, and status for various audiences; provides accurate status information in the form of formal briefings, coordination meetings, and written/graphical reports.
• Monitors and ensures quality of deliverables.
• Collaborates with various levels of sales, operations, engineering, and other functional groups to ensure appropriate and accurate completion of scope of work.
• Reviews sales contracts and validates services with customers to ensure accuracy.
• Consistently meets or exceeds organizational scorecard, productivity and quality metrics.
• Supports multi-location customers with multiple services at each location.
• May provide support to (1) resolve systemic process gaps and issues, (2) identifies systemic task completion issues and develops solutions to resolve, and (3) implements appropriate quality assurance mechanisms to ensure quality handoffs between cross functional groups and compliance across programs/groups.
• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.

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.

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Compensation

National Pay Range:
$56,333.68 USD-$132,032.07 USD

This job can be performed in California with a Pay Range of $66, $114,608.48

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience.

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 on our careers site for more details.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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.

Certifications (if applicable)

Relative Work Experience

5-7 Years

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, genetic information, or any other basis protected by applicable law.

Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.

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