Incident Manager, NOC - Comcast Business Global

About the position Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services. Job Summary The Incident Manager (IM) is responsible for providing proactive, customer-focused support to a select group of assigned clients. Each IM partners with customers to actively manage open issues, monitor their support needs, host weekly status calls, and drive incidents toward resolution. Once a customer’s environment is stable and their issues are fully resolved, they transition back to the standard support model, allowing the IM to take on another customer requiring elevated attention. This role requires strong communication skills, technical coordination, and the ability to collaborate across multiple teams to ensure timely issue resolution. The IM serves as a key liaison between customers, NOC engineers, and cross-functional support teams.

Responsibilities

• Collaborate with leadership to identify customers who require proactive incident management support and establish regular touchpoints to maintain strong communication.
• Lead recurring customer discussions focused on reviewing open issues, sharing updates, and aligning on next steps. Ensure peers are informed of availability so escalations are covered effectively.
• Maintain an organized and current tracker of all customer issues, including status, ownership, and required actions to ensure visibility and accountability.
• Partner cross‑functionally with NOC engineers and other technical teams to drive timely resolution of issues, proactively following up on action items and delivering clear customer updates.
• Oversee customer‑related tickets by monitoring queues, ensuring progress, providing updates, and escalating when necessary to maintain momentum and service quality.
• Identify issues that require expertise outside the NOC and engage the appropriate engineering or specialized teams to support comprehensive resolution.
• Consistent exercise of independent judgment and discretion in matters of significance.
• 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.

Requirements

• 2–5 years of Incident Management experience
• Experience working in a Network Operations Center (NOC) or similar technical support environment
• Strong understanding of ticket management and escalation processes
• Proven ability to manage multiple customers or accounts concurrently
• Familiarity with network-related technologies and troubleshooting is a plus
• Experience collaborating across departments to resolve complex issues
• Ability to host and lead customer-facing meetings confidently
• 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.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Nice-to-haves

• JIRA
• ServiceNow (SNOW)
• Fortinet
• Meraki
• NETOP
• Ticketing/Filer Tools

Benefits

• 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 to eligible employees.
• 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.

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