Engineer (Engineering Operations)

Job Description

Batch-2023/2022/2021/2020/2019/2018

Job SummaryTeam of high-performance problem solvers seeks a candidate capable of both elite-level incident resolution, and operational relationship-building across international lines of support. Effective candidate will seek a culture valuing: – Intense Customer-first focus – Compassion and empathy among teammates and corporate partners – Excitement surrounding cutting-edge Media and Entertainment Technology – Analysis of difficult problems, rich in complexity and detail

Job Description

Core Responsibilities:

• As part of the Comcast Triage Unit (CTU), build operational relationships between the team’s US-based hub, and its clients located across Europe
• Resolve European and North American Production incidents arising during European work hours
• Triage defects within video platforms, proprietary tooling, and metadata processes – providing prompt and professional aid to supported customers, partners, and teams
• Contribute to internal CTU Knowledge Base, and mentor others in acquired areas of expertise
• Assist in expansion and development of a European-based hub of CTU

Candidate expectations:

• Utilize skills in problem solving, communication, relationship building, and presentation of key findings
• Grow to become a subject matter expert in one or more supported products and platforms
• Own the customer experience – think and act in ways that put our customers first, give them seamless digital options at every touchpoint
• Win as a team – make big things happen by working together and being open to new ideas
• Know your stuff – be an enthusiastic learner, user, and advocate of our innovative technology, products, and services
• Understand our Operating Principles; make these the guidelines for how you do your job
• Become an active part of the Net Promoter System – a way of working that brings more employee and customer feedback into the company – by joining huddles, aggregating feedback, and helping us elevate opportunities to do better for our customers
• Respect and promote the tenets of Diversity, Equity, and Inclusion
• Do what’s right for each other, our customers, our investors, and our communities
• Act in compliance with industry and Company technical requirements, standards, policies, and procedures
• Work with moderate guidance in own area of knowledge

Essential Skills and Abilities:

• Superb organizational, communication, customer service, and interpersonal skills
• Demonstrated hands-on problem-solving experience within areas of high detail and complexity
• Ability to participate in on-call support rotation

Non-Essential Abilities of Interest:

• Skill in Major European language(s)
• Understanding of cable / streaming technology and content
• Software
• Ticketing systems (JIRA, ServiceNow / IOP)
• ELK / Elastic Stack
• SQL
• Insomnia
• Python
• Blackbird
• Prometheus
• Grafana

Job Specification:

• Experience: 0-5 years
• Preferred Location: Proximity to London, England
• Degree: Bachelor’s
• Engineering, Computer Science, Data Science, Operations, AI
• 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 or life experience