Manager, Incident Response

USD 160000 - USD 165000 - yearly Company Description NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our global theme park destinations, consumer products, and experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, NBC Sports, Telemundo, NBC Local Stations, Bravo, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through our powerhouse film and television studios, including Universal Pictures, DreamWorks Animation, and Focus Features, and the four global television studios under the Universal Studio Group banner, and operate industry-leading theme parks and experiences around the world through Universal Destinations & Experiences, including Universal Orlando Resort, home to Universal Epic Universe, and Universal Studios Hollywood. NBCUniversal is a subsidiary of Comcast Corporation. Visit www.nbcuniversal.com for more information. Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

The Major Incident Manager will have global accountability for providing governance and oversight of the Major Incident functions within Enterprise Technology. This role will own the global Major Incident Management process, the delivery of Major Incident Management services and will be accountable for defining and managing integrations between technology support processes and the wider Operations and Technology framework. You will be working across the global Enterprise Technologies organization and with internal and external groups to ensure delivery and success. You are passionate about Major Incident and willing to get hands on in order to effect and ensure change and improvement. You are a leader who enjoys working with others and problem solving and are usually the person others seek for support and advice. You also demonstrate an executive presence that instills confidence in subordinates, peers and senior leaders that you are proficient and dependable in the execution of your duties. The Manager for Major Incident will be also responsible for the design and management of automating ITSM related services in partnership with Change, Problem, and AIOPs through analysis of related policies, procedures, and processes to improve how these services are delivered to the business. Responsibilities : Manage the delivery of the Major Incident Management function, hands on as required. Manage the Major Incident Team Leads and offshore team to ensure internal SLOs are met. Ensure restoration of normal service operations as quickly as possible to minimize the impact on business operations. Define, manage and ensure the delivery of clear communication strategies for major incidents, keeping all key stakeholders in formed to agreed and appropriate levels throughout the incident lifecycle. Provide updates to end users and leadership by way of outage notifications to keep them informed of progress to resolution and/or workarounds that have been implemented. Analyze workflows to identify operational bottlenecks and recommend targeted AI or machine learning solutions that automate repetitive tasks and shorten cycle times. Identify and implement continual service improvement opportunities across the Major Incident, Change, Problem management and wider ITSM and AIOps related functions. Serve as the escalation point for Major Incident functions and