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Job Summary:
The Engineer 2, Incident Manager is a member of the Production Support team. They will be responsible for developing and sustaining processes in relation to Incident Management. This includes but is not limited tocontributing in project teams, troubleshootingoperational issues, providing technical solutions to operationalproblems, new product implementation, implementing existing products andservices, and the overall upkeep and maintenance of designated areas ofengineering. Acts in compliance with industry and Company technicalrequirements, standards, policies, and procedures.
Core Responsibilities:
- Lead the definition and execution of existing and new product in relation to XHome
- Monitor Service Levels and Adherence to them
- Monitoring Strategies, Tools and Procedures
- Triage Procedures (including enhancing exiting triage procedures)
- Production support readiness documentation.
- Actively manage relationship with key stakeholders, markets and resolver groups.
- Respond to service-level issues and work to restore normal service operations as quickly as possible
- Identify and lead the implementation of creative process and technology solutions within the team
- Provide mentorship and team development opportunities
- Assist in representing Production Support to the organization ensuring that high-availability and the ability to identify customer-facing issues is included in the development or deployment of new products and services.
- Identify and recommends opportunities for "clean-slate" process improvement with regards to incident management, fault monitoring, triage procedures and issue escalation
- Develop procedures for incident triage and management, metric and measure creation, management and administration of monitoring tools
- Oversee the timely execution of scheduled and repeatable processes such as periodic system validations, daily triage, system monitoring and event log management
- Work with architecture, development and engineering teams to identify root cause for recurring incidents and create an action plan for resolution.
- Monitor systems and services for most efficient operation, identifying fault conditions as well as opportunities for further optimization
- Maintain escalation and contact lists for mission critical systems and services
- Bachelors Degree or Equivalent
- Engineering, Computer Science
- Generally requires 2-5 years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer
by via developer jobs - Stack Overflow
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