Sr. Technical Accounts 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 whats next. Powered by the nations largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nations 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, data bases, 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. Leads all command and control-related activities focused on restoration of complex outages, communication across Company and rapid restoration. Works and directly leads external vendors, third parties and associated agencies when necessary. Functions with great autonomy and provides solutions and guidance independently on other engineers' projections, initiatives, and troubleshooting. Leads internal and external resources to achieve desired results. Frequently provides direction to senior technical and management leadership. Responsible for being a thought leader with a mastery of program management skills. Follows the organization's strategic plan and leads the most enterprise-wide, strategic programs affecting multiple organizations and impacting the business over multiple years. Delivers outcomes, longer-term improvements, and benefits in support of the organization goals. Leads and guides junior members of the team. Works independently with minimal to no supervision while demonstrating the ability to lead projects and initiatives autonomously.

Job Description

CORE RESPONSIBILITIES:

+ Performs a variety of advanced analytical duties in the planning, deployment, testing and evaluation of the Company's network, products and services including the IP platform, Voice, Data, Commercial, Systems platform.

+ Works closely with engineering, vendors and field to identify and drive improvements across the topology.

+ 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 of the NOC tools and alarms; analyzes systems needs and determines prioritization of break/fix scenarios; implements code 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, XOC and broader upstream and downstream internal and external organizations.

+ Ensures databases, applications, hardware and other related resources are properly maintained and devises strategies to improve performance.

+ Provides subject matter expertise for all network equipment and provides technical training and support to other operational groups. Continually looks for ways to broadly improve services.

+ Provides clear, crisp and concise technical communication and coordination during outage scenarios. Ensures Legal, Executives, Public Relations and others are apprised of impact, status and associated risks.

+ Accountable for understanding and managing services across highly complex ecosystems cutting across multiple technologies, vendors, products, organizations, people, companies and solutions. Requires detailed understanding of complex interdependencies / interdependencies.

+ Accountable for providing technical assessment of complex changes across ecosystems to ensure resolving potential conflicts before impacting intra-/interrelated vertical systems.

+ Develops and reports on metrics which show system uptime and overall service desk compliance to ITIL standard.

+ Possesses expert depth and breadth of knowledge across four or more major ecosystems/technologies requiring high degree of technical competency advanced training. Displays expert depth in related areas of focus and is viewed as the SME across the Company on related functions and support.

+ Demonstrates the ability to rapidly resolve multi-million-dollar, high-profile customer impacts.

+ Provides consultative guidance across internal and external sources. Frequently called upon by organizations throughout the Company and outside of the Company to provide expertise. Provides training and coaching to sub-set of field organizations, peers and more junior engineering operations.

+ Understands the scope as defined by the business requirements and budget process. Participates in key planning milestones.

+ Identifies, confirms and obtains participation from required cross-functional teams.

+ Ensures team clearly understands roles and responsibilities. Facilitates and drives the core team to identify and schedule all the work for end-to-end deployment required to fulfill program scope.

+ Identifies goals and successes criteria, drives the development and implementation of key goals, objectives and successes criteria with key stakeholders and core team. Obtains and assigns resources.

+ Determines the cost and budget; performs resource forecasting. 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.

+ Communicates updates on major milestones and keeps all stakeholders informed of progress and issues. Identifies and manages proposed changes and works with Enterprise Management to ensure appropriate processes and communications are followed. Monitors and ensures quality of deliverables.

+ 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.

+ 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.

+ Provides guidance to other team members on matters of process, procedure, and organizational compliance; proactively identifies opportunities for improvement in processes and procedures and recommends solutions. Leads core team and key field resources. May serve as a team lead or subject matter expert for colleagues.

+ 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.

+ Consistent exercise of independent judgment and discretion in matters of significance.

+ 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.

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.

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

7-10 Years