NBCUniversal is hiring a Major Incident Response Lead

NBCUniversal is looking for a Major Incident Response Lead to provide governance and oversight of the Major Incident functions within Enterprise Technology. This role will manage the global Major Incident Management process, ensure clear communication during outages, and drive integration with the wider Operations and Technology framework.

What You'll Do

• Manage the delivery of the Major Incident Management functions, hands on as needed.
• Ensure the restoration of normal service operations as quickly as possible to minimize business impact.
• Deliver clear communication for major incidents, keeping all key stakeholders informed throughout the incident lifecycle.
• Provide updates to clients and leadership via outage notifications on progress and workarounds.
• Identify and implement continual service improvement opportunities across Major Incident, Crisis Management, and wider Service Management functions.
• Serve as an escalation point for Major Incident functions.
• Prepare internal reports for Major Incidents and review with Executive Management.
• Partner with Service Management Ops colleagues to help deliver on Service Management Enterprise Services.
• Manage core Major Incident functions to ensure compliance with SLAs and contractual obligations.
• Promote the Major Incident process within Enterprise Technology, Enterprise Applications, Media Operations, Crisis Management, and client teams.
• Collaborate with Technology Resolver Teams and Business Stakeholders to understand service level indicators and ensure objectives are met.
• Provide 24x7 on-call support at scheduled intervals.

What We're Looking For

• 8+ years of hands-on experience running and operating enterprise-scale Global Major Incident Management services.
• Strong practical ITIL/ITSM skill set with an operational background.
• Demonstrated knowledge of incident management practices, activities, techniques, and tools within a large, complex organization.
• Strong problem-solving abilities to support the investigation and resolution of significant incidents and their root causes.
• Proven track record of effectively managing third-party providers and vendors within Service Delivery.
• Excellent written and verbal communications as well as facilitation skills to lead outage calls and draft updates to stakeholders.

Nice to Have

• Experience with collaboration tools such as MS Teams and Slack and ITSM ticketing tools like ServiceNow and Jira.
• Proficiency with PowerPoint, Excel, and other MS Office products such as OneNote.
• 3+ years’ experience in a technical role.

Technical Stack

• MS Teams, Slack
• ServiceNow, Jira
• PowerPoint, Excel, MS Office, OneNote

Team & Environment

You will work across the global Enterprise Technologies organization and with various internal and external groups.

Benefits & Compensation

• Medical, dental and vision insurance
• 401(k)
• Paid leave
• Tuition reimbursement
• Variety of discounts and perks
• Salary range: USD 115,000 - USD 140,000 yearly

Work Mode

This is a remote position.

NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.