Manager, Incident Response

About the role

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.

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 incidents.
• Develop internal dashboards and reports on Major incidents and lead their review with Executive Management.
• Promote the Major Incident process and act as a champion of this function within the wider Crisis Management community.
• Collaborate with Technology Resolver teams and Business Stakeholders on service improvements within the ITSM area.

Qualifications

• An experienced Major Incident Management leader/process owner and strategist.
• 10+ years in Major Incident Management or similar ITSM roles.
• 8+ years managing a team.
• Strong practical ITIL/ITSM skill set with operational experience.
• Demonstrated knowledge of incident management practices, activities, techniques and tools within a large, complex organization.
• Be technically fluent in modern AI tools (such as generative AI platforms, predictive analytics, and RPA) and have a foundational understanding of how APIs integrate with existing enterprise software.
• Proven ability to identify operational inefficiencies and implement AI, automation or data-driven solutions that improve performance.
• Demonstrated experience of managing 3rd parties & vendors within a Service Delivery of Infrastructure remit.
• Candidate must have excellent communications and facilitation skills to lead outage calls as well as to draft periodic updates to business stakeholders on progress to service restoration.

Additional Requirements

• Full-time remote: This position has been designated as fully remote, meaning that the position is expected to contribute from a non-NBCUniversal worksite, most commonly an employee’s residence.

Benefits

• Medical, dental and vision insurance
• 401(k)
• Paid leave
• Tuition reimbursement
• A variety of other discounts and perks

Salary Range

$160,000 - $165,000 (bonus eligible)

Additional Information

• This position has been designated as fully remote, meaning that the position is expected to contribute from a non-NBCUniversal worksite, most commonly an employee’s residence.
• NBCUniversal will consider for employment qualified applicants with criminal histories, or arrest or conviction records, in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.