Comcast brings together the best in media and technology. We drive innovation to create the worlds best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.Job SummaryResponsible 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.Job DescriptionCore Responsibilities<ul><li>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.</li><li>Assists in the development and manages the implementation of new processes, procedures, systems and reporting to improve customer service and reflect changing business needs.</li><li>Prepares, analyzes and manages operations through statistical analysis of activities.</li><li>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.</li><li>Ensures achievement of all system, team and individual customer service goals and standards.</li><li>Works with third party vendors to coordinate staffing needs and coverage. Also validates preparation for market specific product launch.</li><li>Prepares cost allocation reporting for vendor and internal costs.</li><li>Prepares reports for analyzing operations, identifying problems and recommending corrective actions and plans.</li><li>Participates in task forces, special projects, committees or team meetings.</li><li>Consistent exercise of independent judgment and discretion in matters of significance.</li><li>Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.</li><li>Other duties and responsibilities as assigned.</li></ul>Technical Requirements<ul><li>Working knowledge on WAN and LAN technologies</li><li>Knowledgeable with Cloud and Circuit Ordering Processes</li><li>Understanding of Carrier Test and Turn Up (TTU) Process</li><li>Working Knowledge of Layer 1 and 2 Testing</li></ul>Qualifications<ul><li>More than 7 years Management experience in Service Delivery and/or Customer Support, preferably with Telco industry</li><li>Bachelors degree in computer engineering, information technology or any related course</li><li>Strong people management skills</li><li>Excellent communication skills</li><li>Willing to work on night shifts (US hours)</li><li>Ability to work on a Matrix Organization</li><li>Reporting and Presentation Skills</li><li>Ability to escalate and resolve critical issues both internally and externally</li><li>Address complex business needs via interaction with senior leadership, internal operational managers, and external customers</li><li>SLA Driven</li></ul>Employees at all levels are expected to:<ul><li>Understand our Operating Principles; make them the guidelines for how you do your job.</li><li>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.</li><li>Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.</li><li>Win as a team - make big things happen by working together and being open to new ideas.</li><li>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.</li><li>Drive results and growth.</li><li>Support a culture of inclusion in how you work and lead.</li><li>Do whats right for each other, our customers, investors and our communities.</li></ul>Disclaimer:<ul><li>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.</li></ul>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. Thats 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 <a href="https://jobs.comcast.com/benefits" target="_blank">benefits summary</a> on our careers site for more details.EducationBachelors Degree: Information TechnologyWhile 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.Certifications (if applicable)Relevant Work Experience7-10 YearsComcast is 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.