Incident Response Manager

🔥 9 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $160k - $165k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

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NBCUniversal

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

📱 Media

Media • Entertainment

NBCUniversal is a leading global media and entertainment company known for creating and distributing content across a variety of platforms. With over 100 years of experience, it is a part of Comcast and encompasses brands like Peacock, NBC Sports, and many others to educate, entertain, and empower audiences around the world. The company is involved in television broadcasting, film production, and theme parks, and is also recognized for its initiatives in technology and corporate social responsibility. NBCUniversal is committed to innovation and social impact, making it a vibrant workplace for media and tech professionals.

📋 Description

• Manage the delivery of the Major Incident Management function • 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 impact on business operations • Define, manage and ensure delivery of clear communication strategies for major incidents • Provide updates to end users and leadership via outage notifications • Analyze workflows to identify operational bottlenecks and recommend targeted solutions • Identify and implement continual service improvement opportunities across functions • Serve as the escalation point for Major Incident functions and incidents • Develop internal dashboards and reports on Major incidents

🎯 Requirements

• 10+ years in Major Incident Management or similar ITSM roles • 8+ years managing a team • Strong practical ITIL/ITSM skill set, operational experience • Demonstrated knowledge of incident management practices within a large, complex organization • Technically fluent in modern AI tools and understanding of API integrations • Proven ability to identify operational inefficiencies and implement data-driven solutions • Demonstrated experience of managing 3rd parties & vendors in a Service Delivery remit • Excellent communications and facilitation skills

🏖️ Benefits

• medical insurance • dental insurance • vision insurance • 401(k) • paid leave • tuition reimbursement • variety of other discounts and perks