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Location

Centennial, CO | United States

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Job description

Job Summary

Responsible for managing multi-product and enterprise solutions technical support teams. Leads efforts to design, develop and implement plans that align with business strategy and goals. Works closely with the leadership team and provide updates and/or recommendations as the needs of the operations grow and change. Develops financial and operational objectives. Ensures operational plans are aligned with business objectives. Contributes to functional strategy development. Has a greater degree of impact on business results and typically manages one or more groups of professional employees.

Core Responsibilities

• Develops, implements and monitors operations policies, procedures, programs and standards that support the goals and objectives. May adapt operations to accommodate different cultures, business practices or customs.
• Assists in the development and manages the implementation of new processes, procedures, systems and reporting to improve customer service and reflect changing business needs.
• Prepares, analyzes and manages operations through statistical analysis of activities.
• Develops staffing plans. Recruits and hires supervisors. Establishes individual performance goals for direct reports, conducts performance reviews and provides coaching and counseling. Plans, approves and implements programs for the development of the team.
• Ensures achievement of all system, team and individual customer service goals and standards.
• Works with third party vendors to coordinate staffing needs and coverage. Also validates preparation for market specific product launch.
• Prepares cost allocation reporting for vendor and internal costs.
• Prepares reports for analyzing operations, identifying problems and recommending corrective actions and plans.
• Participates in task forces, special projects, committees or team meetings.
• 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) and overtime as necessary.
• Other duties and responsibilities as assigned.

Required Skills

• 3+ years of Network Engineering and Operations Management experience
• Experience in delivering support for transport services such as Fiber, Ethernet , and Wireless facilities
• Experience in working in a 24x7x365 production network environment
• Knowledge and experience with managed services infrastructure monitoring and management tools
• Experience with OSI based network troubleshooting and best practices

Preferred Skills

• Experience in using ServiceNow or other ITSM Ticketing systems
• Experience in using Monitoring and Observability platforms
• Experience in Managed Services NOC environments
• Experience in coordinating technical support for Meraki, Fortigate, Cradlepoint, Juniper devices for Incident, Problem and Change management
• Experience in managing support for SD-WAN infrastructure & troubleshooting methodologies
• Knowledge of Versa, Viptela, Silverpeak is a major plus

Candidate must also have experience in ITIL/ITSM framework.

Meraki and ITIL certification preferred.

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.
• Respect and promote inclusion & diversity.
• 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 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.

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

Salary:

Primary Location Pay Range: $103,908.76 - $155,863.14

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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.

Salary:

Primary Location Pay Range: $103,908.76 - $155,863.14

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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.

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Job tags

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Salary