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Incident Management Engineer

Incident Management Engineer Philadelphia, PA
  • Requisition #: 168984
  • Job Type: Full Time
  • Location: Philadelphia, PA
  • Team: Technology
  • Pub Date: 10/28/17

Lead the definition and execution of existing and new product in relation to Xfinity Home:


  • Service Levels and Adherence to them
  • Monitoring Strategies, Tools and Procedures
  • Triage Procedures (including enhancing exiting triage procedures)
  • Production support readiness documentation.
  • Actively manage relationship with key stakeholders, markets and resolver groups.
  • Respond to service-level issues and work to restore normal service operations as quickly as possible
  • Identify and lead the implementation of creative process and technology solutions within the team
  • Provide mentorship and team development opportunities
  • Assist in representing Production Support to the organization ensuring that high-availability and the ability to identify customer-facing issues is included in the development or deployment of new products and services.
  • Identify and recommends opportunities for “clean-slate” process improvement with regards to incident management, fault monitoring, triage procedures and issue escalation
  • Develop procedures for incident triage and management, metric and measure creation, management and administration of monitoring tools
  • Oversee the timely execution of scheduled and repeatable processes such as periodic system validations, daily triage, and system monitoring and event log management
  • Work with architecture, development and engineering teams to identify root cause for recurring incidents and create an action plan for resolution.
  • Monitor systems and services for most efficient operation, identifying fault conditions as well as opportunities for further optimization
  • Maintain escalation and contact lists for mission critical systems and services


Objective/Plan for this Proposed Method:  

The Incident Manager is a member of the Production Support team. He will be responsible for developing and sustaining processes in relation to Incident Management.

Job Specification:
- Bachelors Degree or Equivalent
- Engineering, Computer Science
- Generally requires 2-5 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer