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Director, IT Operations

4 months ago

Butler, United States Comcast Full time

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 Director, IT Operations & Unified Communications will be responsible for leading the development/configuration, implementation/deployment, and on-going sustainment of voice and video communications services, conference room technology and real-time voice & video collaboration experience across Comcast. They will develop, maintain, and execute processes that drive reliability, consistency and efficiency along with assisting in development and delivery of enhancements and upgrades to the unified communications services. The ideal candidate will have a solid background in IT service and infrastructure operations management first and foremost. The candidate will also have a strong background in voice and video communications, network and relationship building. They will provide leadership and direction for teams which include multiple technology or functional areas across the IT organization as well Comcast. They will monitor services and align operational plans with business objectives, and ensure quality of service to optimize the video, voice, and collaboration experience. The candidate will stay abreast of technology trends and work with vendor partners to drive feature enhancements that further Comcast’s goal to provide intuitive, value-add technology experiences. Job Description What You'll Do: Manage a team of engineers and operations staff to ensure reliable operation of all unified communications voice and video systems, to include on premise infrastructure as well as cloud-based services. Maintain and troubleshoot unified communication infrastructure, including servers, gateways, routers, switches, handsets and other related devices. Work closely with other groups such as network engineering, application development, and cyber security, to deliver integrated solutions and enhance end-user experience. Develop and document standard operating procedures, installation guides, user manuals, and training materials to support unified communication systems. Implement engineering plans for voice and video communications services, conference room technologies and collaboration experiences. Collaborate with other departments to ensure that all voice and video communications services are integrated with other business systems. Evaluate unified communication solutions based on cost, performance, security, scalability, and usability criteria and make recommendations for improvements or replacement. Develop and maintain budgets for all unified communications systems. Ensure that all unified communications systems are secure and meet regulatory requirements. Lead the development and maintenance of disaster recovery plans for all unified communications systems. Direct and forecast technology needs to meet business grow and global scale. Recommend action plans or solutions. Drive continuous improvement in the development of both solutions and the team Train, evaluate, coach and counsel employees to improve skills in troubleshooting and customer service Communicate and manage all performance objectives to ensure compliance with company core values and business goals. This position may require participation in 24x7 on-call support to changes and/or incidents, and performance of off-hour maintenance work. Other duties and responsibilities as assigned. What You'll Need: Bachelor’s degree in Computer Science, Information Technology, or a related field. 10+ years of experience in unified communications, network engineering, and operations Solid understanding of voice and video communications systems, conference room technologies and collaboration tools. Experience managing engineers and operations staff. Superb communication and interpersonal skills. Strong troubleshooting, problem-solving and analytical skills. Ability to work independently and as part of a team. Experience with Telephony Infrastructure (Cisco, Avaya, MS Teams) Experience with video, content sharing and collaboration tools (MS Teams) Experience with social networking and messaging tools (Yammer, Slack, MS Teams) Experience with voice and video infrastructure tools & components (Cisco, Microsoft, Avaya, etc.) ITIL certified Employees at all levels are encouraged to: Understand our Operating Principles; make them the guidelines for how you do your job. Be responsible for the customer experience - think and act in ways that put our customers first, give them detailed digital options at every touchpoint, and make them promoters of our products and services. Know your stuff - be hard-working learners, users, and advocates of our groundbreaking 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 insights. 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. Get 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 crafted to indicate the general nature and level of work performed by employees in this role. It is not crafted 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 10 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.