Manager, Incident & Change Management, Peacock, Direct-to-Consumer

Posted: 11/11/2019

Location: Stamford, Connecticut
Function: Marketing & Communications
Specialty: Digital Marketing, Web Production
Level: Manager (Supervisor)
Duration: Full Time
Salary Description: competitive


Role Purpose
The Manager, Incident & Change Management will be part of the Platform Operations team supporting ongoing operations of the streaming service. The Manager will oversee a team of platform operations analysts who are responsible for the 24x7x365 monitoring of the end-to-end services that power NBC’s Direct-to-Consumer platforms.

Responsibilities
  • Manage a team of platform operations analysts who provide 24x7x365 eyes-on-glass monitoring of the end-to-end systems used in the delivery of NBC’s Direct-to-Consumer platform
  • Oversee the Change Advisory Board to work with the delivery teams, operations teams, and business stakeholders to ensure that all production changes are documented and approved prior to release
  • Drive the incident management process, ensuring that all systems are documented in the CMDB with properly described resiliency and escalation processes
  • Create run books for Platform Operations Analysts to follow during production incidents
  • Act as an escalation for any major production incident, leading the incident response in real-time and coordinating with the Site Reliability and Delivery teams to ensure proper resolution
  • Produce Root Cause Analyses to be shared with senior executive management for all major and high incidents and work with the Problem Management team to ensure that long-term remediations are tracked


  • Basic Qualifications
    • Bachelor’s degree in Computer Science, Information Technology or a relevant field
    • Minimum five (5) years of experience in a Service Management role overseeing the needs of a large digital system
    • Minimum two (2) years’ management experience
    • Experience using ServiceNow or similar ITIL tool to manage change and incidents
    • Expertise in creating run books and other process documentation
    • Understanding of DevOps, Site Reliability Engineering, and CI/CD pipelines


    Eligibility Requirements
  • Interested candidate must submit a resume/CV through www.nbcunicareers.com to be considered (note job #: )
  • Available to support live events on nights and weekends as required
  • Must be willing to work in Stamford, CT
  • Must have unrestricted work authorization to work in the United States
  • Must be 18 years or older
  • Availability to travel as required
  • It is the policy of NBCUniversal and NBCUniversal’ s affiliated businesses to consider all qualified applicants for employment without regard to race, color, religion, national origin, sex (including pregnancy) sexual orientation, age, disability, veteran status or other characteristics protected by law.


    • Experience with streaming in a direct-to-consumer video business highly preferred
    • Passionate about leading a team of analysts committed to ensuring 99.999% availability
    • 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


    NBCUniversal, the global media company that brought you some of the world’s most iconic television and film franchises, including: The Tonight Show, Saturday Night Live, Keeping Up With The Kardashians, The Real Housewives, Mr. Robot, The Voice, This Is Us, The Fast & The Furious, Jurassic Park, Minions, and more - is launching an all-new direct-to-consumer streaming service. It will seamlessly bring together the breadth and depth of NBCU’s broadcast and cable television series, movie titles, premier sporting events, and renowned news reporting... all in one destination… all in one app.

    We are building a world-class team of smart, hungry and fearless professionals who are energized by the possibility of working at the epicenter of content, technology and culture. Join us if you would like to be a part of this exciting initiative.



  • We are one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news and information to a global audience.

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