Job Description

: Make your mark at Comcast - a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You'll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)

Job Summary

The role encompasses a comprehensive set of responsibilities, spanning Triage, Automation Tools Development, and leveraging DevOps methodologies within the realm of data automation tooling for the Global Device CPE Support team. Our dedicated Global Device CPE Support team undertakes both proactive and reactive analyses of field issues, ensuring the quality of our products by identifying critical issues and driving them to closure. Leveraging a blend of device and cloud metrics, the team engages in proactive data analysis. Additionally, the team develops in-house tools to automate the triage effort, contributing to faster issue resolution.

Core Responsibilities

• Proactive and Reactive Analysis: Engage in both proactive and reactive analysis of field issues, ensuring product quality by identifying and resolving key issues.
• In-house Tool Development: Create and maintain in-house tools that automate the triage process, contributing to streamlined operations.
• Firmware Release Rollouts: Facilitate faster CPE firmware release rollouts with a focus on enhancing user experience. This involves prioritizing issues, setting SLAs for Dev fixes, conducting QA validation, overseeing release rollouts, and directing non-CPE issues to respective teams.
• Deep Dive Analyses: Conduct in-depth analyses of issues, including source code level analysis, to identify root causes and implement effective solutions.
• Handle Incident Management, war rooms and faster identification of the trigger components
• Require daily collaboration with Development, Release Management and QA teams.
• Keeps current with technological developments within the industry. Monitors and evaluates competitive applications and products. Reviews literature, patents and current practices relevant to the solution of assigned projects.
• Trains junior Software Development Engineers on internally developed software applications.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be 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, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

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.

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.

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.

Relevant Work Experience

5-7 Years

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.

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