Manager, Incident Management

We are seeking a Manager, Incident Management to oversee a team of platform operations analysts who provide 24x7x365 monitoring of the end-to-end systems used in the delivery of NBC's Direct-to-Consumer platform. The role will manage the coordination and communication for all service-impacting outages to ensure minimal impact to customers and issues are resolved as quickly as possible.

Requirements

• Bachelor’s degree in Computer Science, Information Technology or a relevant field
• Minimum 2 years management experience
• Minimum 5 years of experience in a Service Management role overseeing the needs of a large digital system
• 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
• ITIL Service Support knowledge

Benefits

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