Full Time Job

Incident Management Specialist, Direct-To-Consumer


Stamford, CT 07-23-2020
  • Paid
  • Full Time
  • Entry (0-2 years) Experience
Job Description

Role Purpose

The Incident Management Specialist will be part of the Peacock Incident Management team supporting the 24x7x365 ongoing operations of the streaming service. The analyst will provide eyes-on-glass monitoring from within the Direct-to-Consumer Digital Network Operations Center to ensure system availability and will manage any production incidents that occur during their shift. The analyst ensures that the standard operating procedures are strictly followed for all cases. The analyst will lead/assist in recovery and process actions on emergency bridges. The analyst ensures that incidents are resolved in a timely manner, with appropriate actions to mitigate business/customer impact. The analyst also ensures that business critical incidents receive a post incident review, intended to identify systemic and root cause that requires resolution once the immediate impact is remediated.

• Monitors the availability and performance of the end-to-end systems responsible for the delivery of NBC's Direct-to-Consumer platforms
• Acknowledges system alerts and responds to all communication inputs regarding unplanned service interruptions from customers and internal IT
• Ensures all incidents are recorded in ServiceNow and categorized properly
• Assesses impact & urgency and composes detailed, accurate impact statements
• Quickly identifies needed support teams and engages them for triage and resolution activities
• Coordinates audio conference bridges for major incidents to bring together all teams and vendors required to resolve the incident
• Ensures that incident ticket communication/documentation is accurate, timely, clear, and concise
• Creates shift status Executive Summaries highlighting major incidents
• Assists in post incident review activity to create a more efficient incident management process for future incidents
• Assists in Change Management process, reviewing content quality of change requests and ensures that all changes are deployed according to approved schedule

Basic Qualifications
• Bachelor's degree in Computer Science, Information Technology or a relevant field
• Minimum 1 year experience working in a digital media business, particularly in an operations role
• Technical proficient and able to diagnose and debug complex technical issues quickly
• Ability to follow established processes and workflows to ensure that all work is completed per group standards

Desired Characteristics

Desired Characteristics
• ITIL Foundation Certification or higher
• Experience with streaming in a direct-to-consumer video business highly preferred
• Knowledge of video streaming platforms and cloud computing providers a plus
• Exceptional verbal and written communication skills, comfortable communicating with technical and non-technical colleagues and executives
• Ability to understand large complex software systems and their interdependencies
• Effective at managing multiple issues with conflicting priorities under tight deadlines
• High attention to detail and accuracy
• Strong analytical, organizational, and problem-solving skills
• Strong customer service orientation
• Demonstrated ability to handle multiple tasks with little to no forewarning
• Demonstrated ability to react quickly, lead and perform exceptionally during critical/catastrophic events
• Fosters a culture of teamwork, unity, accountability, responsibility and respect