Director of Incident Management & Process Improvement

NBCUniversal, Universal City, California

Innovative, fast-paced, challenging.. we're everything you want in a workplace.

Level: Manager (Supervisor)

The Workplace Experience & IT Operations department exists to ensure our colleagues and guests have a reliable and seamless technology experience; leveraging remote tools and hands-on technical knowledge, we answer the expressed and unexpressed support needs of the entire NBCUniversal ecosystem. We always communicate with our stakeholders, collaboration with our team members and own every aspect of resolution from start to finish. We are looking for a detail oriented, technically savvy, problem solver with superior customer service skills and leadership qualities to join our team today.

Core Responsibilities Include:
• Provide recommendations for process development, monitoring reports and performance measures
• Continuously improve the process and procedures and other aspects related to Incident Management and reinforce their implementation across the organization
• Direct process improvement areas and propose corrective actions and measurements
• Define, audit, and maintain Service Level Agreements (SLAs) requirements for all technical vendors working within Workplace Experience and Solutions.
• Monitor SLA performance for compliance with organizational needs and requirements
• Drive SLA Operations to ensure adherence of contractual agreement upon onboard and offboard process
• Communicate directly with C-level and department leaders upon identification of a client services & Executive Support incident
• Manage problem record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded and tracked to resolution
• Drive investigations to identify the root cause of problems, mitigation actions and service improvement initiatives • Maintain inventory of problem analysis and their current progress and status
• Facilitate and participate in problem management meetings with focus on recent major incidents, RCA status, incident trending, and operational issues
• Liaise with NBCU’s engineering teams to resolve incidents and ensure SLAs are respected
• Proactively identify problems, analyze and recommend service improvement plans with the possible solutions obtained from technical teams for department or business units
• Liaise with organization’s Incident Management teams to develop exercises and preparedness metrics
• Collaborate with Incident Management teams during a crisis to ensure all protocols are diligently followed
• Establish mitigation protocols to lessen the likelihood of repeat offenders as it pertains to Incident Management
• Manage and communicate the resiliency state of key applications for NBCU’s organization
• Meet aggressive performance targets and use data to implement solutions and drive efficiency

• Bachelor’s degree or equivalent experience
• 5-7 years of experience in business technical operations

Eligibility Requirements:
• Must have unrestricted work authorization to work in the United States
• Must be 18 years or older
• Interested candidate must submit a resume/CV through www.nbcunicareers.com to considered

Desired Characteristics
• Strong organizational and leadership skills
• Experience and a deep knowledge of ITIL Processes, certified in ITIL v4
• Global management experience for incident identification and problem analysis
• Experience in working with global teams for a globally facing organization across several platforms
• Passion for employee and end-user experience using data to drive decision-making
• Ability to create and maintain relationships within the industry
• Excellent knowledge of technical management, information analysis of computer hardware/software systems
• Strong verbal/written communication skills and the ability to prioritize tasks

NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Click here to learn more about Comcast NBCUniversal’s commitment and how we are making an impact.

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 in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

NBCUniversal is an equal opportunity employer and will provide reasonable accommodations as required by applicable federal, state, and/or local laws.

About NBCUniversal

At NBCUniversal, we believe in the talent of our people. It’s our passion and commitment to excellence that drives NBCU’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 NBCU.

Here you can create the extraordinary. Join us.

Be a Better NBCUniversal Candidate

Learn skills and get an insider's look at NBCUniversal when you watch classes taught by their top employees.

Want to learn more about NBCUniversal? Visit NBCUniversal's website.