Job Description

We are looking for an experienced Incident Management Engineer to join our Global Incident Response Team. The ideal candidate will have experience leveraging ITIL best practices for Incident Management and providing key metrics and reporting to drive continuous improvement.

In this role, you will be at the center of our technology operations focused on ensuring that our systems run smoothly and efficiently. You will be responsible for managing critical incidents from discovery to service restoration and collaborating with technology teams to prevent recurrence.

Key Responsibilities:

• Incident Management: Lead the response to IT incidents, ensuring fast resolution and minimal impact on operations. Develop and implement strategies for incident prevention.
• Application Monitoring: Manage real-time monitoring of all IT systems and applications, identifying and collaborating with application and service owners to address performance issues proactively to prevent downtime.
• Operational Reporting: Create, maintain, and enhance dashboards and KPIs that accurately reflect system availability and performance. Use data analytics to inform decision-making and operational improvements.
• System Optimization : Work with application and service owners to continuously evaluate system performance, identifying opportunities for optimization and enhancements to support scalability and reliability.
• Collaboration and Communication: Work closely with technical teams and cross-functional stakeholders to ensure alignment on priorities and initiatives. Act as a bridge between IT and other departments, ensuring timely updates and feedback loops to address concerns and improve overall service delivery.

Qualifications

Basic Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• At least 3 years of experience in IT operations, with a strong focus on incident management and system monitoring.
• Proficient in ITIL best practices for Incident Management
• Detailed understanding of IT infrastructure, applications, and cloud services in high-traffic environments.
• Skilled in application monitoring tools, incident tracking systems, and operational reporting technologies.
• Excellent troubleshooting skills and the ability to perform well under pressure.
• Strong project management skills, with the ability to handle multiple priorities at the same time.
• Exceptional communication and collaboration skills, with the ability to explain technical concepts to non-technical stakeholders.
• Confidence and ability to engage with all levels of management, fostering a culture of continuous improvement.
• Flexibility to be on call and work during off-peak hours as needed for incident management.

If working in a dynamic, fast-paced environment with an amazing team excites you, join us in our mission to provide the ultimate experience for our team members and guests. We look forward to reviewing your application.

Additional Requirements:

• Hybrid : This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $75,000 - $100,000 (bonus eligible)

Additional Information

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.

NBCUniversal will consider for employment qualified applicants with criminal histories, or arrest or conviction records, in a manner consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access nbcunicareers.com as a result of your disability. You can request reasonable accommodations by emailing AccessibilitySupport@nbcuni.com.