Technical Accounts Manager

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for operating, deploying, managing, and continuously improving Company's Voice, Commercial, Data, Security, Systems and Network services, as well as associated infrastructure in a 24/7 environment. Examples of infrastructure include, but are not limited to routers, switches, optical transport, applications, servers, IP scopes, databases, etc. Position focuses on stabilizing new products, technologies, services, networks, systems, tools, and protocols, drives standardization and automation. Resolves complex break/fix scenarios, engaging broader teams as necessary. Partners with project leads, engineering, vendors, and regions to achieve continuous improvement. Serves as highest tier operations support for various cross functional teams, leading all command and control-related activities focused on restoration of outages. Works with and directly leads external vendors, third parties and associated agencies, when necessary. Determines and pursues course of action necessary to achieve results. Responsible for utilizing advanced program management skills and knowledge to follow the organization's strategic plan. Delivers outcomes, longer-term improvements, and benefits in support of the organization’s goals. Works independently with minimal to no supervision while demonstrating the ability to lead projects and initiatives autonomously. Acts as resource for colleagues with less experience.

Job Description

Core Responsibilities:

• Performs a variety of highly complex analytical duties in the planning, deployment, testing and evaluation of the Company's network, products and services including the IP platform, Voice, Data, Commercial, and Systems platform.
• Works closely with vendors and field cross functional teams to identify and drive improvements across the topology.
• Directs third party agencies, internal and external resources while troubleshooting and resolving complex peer-to-peer or vendor/supplier troubles focusing on rapid restoration.
• Supports all the NOC tools and alarms; analyzes systems needs and determines prioritization of break/fix scenarios; implements changes and suggests improvements.   Looks to understand and drive efficiencies across other NOC desks.
• Identifies and implements opportunities for improvement across XNOC and XOC.
• Provides clear and concise technical communication during large outage scenarios.
• Accountable for understanding and managing services across highly complex client accounts.  Supports multi-location customers with multiple services at each location.
• Develops and reports on metrics which show system uptime and overall service desk compliance to ITIL standards. 
• Leverages engineering methodologies across multiple areas of focus.
• Facilitates training and coaching to peers, vendors, third parties and more junior engineering operations staff.
• Understands the scope as defined by the business requirements and budget process. Participates in key planning milestones.
• Identifies, obtains, and confirms participation from required cross-functional teams. Works with the core team to identify and schedule all the work for end-to-end support required to fulfill scope. Identifies and manages critical path, being mindful of upstream and downstream dependencies.
• Facilitates the development and implementation of key goals, objectives and success criteria with key stakeholders and core team.
• Analyzes areas of risk to avoid risky activities by identifying and managing critical paths and risk areas. Establishes contingency plans and identifies trigger events and assumes responsibility for initiation corrective actions. Escalates early to determine when to engage senior management.
• Communicates updates on major milestones and keeps all stakeholders informed of progress and issues. Identifies and manages proposed changes to program parameters and works with Enterprise Management to ensure appropriate processes and communications are followed. Monitors and ensures quality of deliverables.
• Plans agendas for, facilitates and leads required meetings; prioritizes and drives cross-functional activities, and develops and manages communications, summary reports, and status for various audiences; provides accurate status information in the form of formal briefings, coordination meetings, and written/graphical reports.
• Reviews sales contracts and validates services with customers to ensure accuracy.
• Consistently meets or exceeds organizational scorecard, productivity, and quality metrics. 
• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.

Disclaimer:

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.
 

Compensation

National Pay Range: $56,333.68 USD-$132,032.07 USD

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work.    Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.  Additionally, Comcast provides best-in-class Benefits.  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.  That’s 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 compensation and benefits summary on our careers site for more details.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

Bachelor's Degree

While 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)

Relative Work Experience

5-7 Years

Comcast is proud to be 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. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance. Apply