Technical Account Manager

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

Heavy client facing role within Comcast Business. Client liaison and point of contact for several highly complex enterprise clients. Position focuses on partnering with internal cross functional teams and vendors to resolve complex break/fix scenarios, engaging broader teams as necessary. Serves as highest tier operational support for various cross functional teams, leading activities focused on restoration of outages. Partners with project leads, engineering, vendors, and regions to achieve continuous improvement for clients. Responsible for utilizing project management skills and technical knowledge to follow the organization's strategic plan. Works independently with minimal to no supervision while demonstrating the ability to lead projects and initiatives autonomously. Acts as resource for colleagues with less experience. Ideal candidate will have a level of knowledge and experience in both network engineering and project management. **This is a remote, work from home, however, candidates must reside within a 50 mile radius of one of the following locations: Denver CO, Naperville IL, Philadelphia PA or Plano TX.**

Job Description

Core Responsibilities:

• Accountable for understanding and managing services across highly complex enterprise client accounts. Supports multi-location customers with multiple services at each location.
• Directs third party agencies, internal and external resources while troubleshooting and resolving complex peer-to-peer or vendor/supplier troubles focusing on rapid restoration.
• Supports all the NOC tools and alarms; analyzes systems needs and determines prioritization of break/fix scenarios; implements changes and suggests improvements. Looks to understand and drive efficiencies across other NOC desks.
• Provides clear and concise technical communication during large outage scenarios.
• Leverages engineering methodologies across multiple areas of focus.
• Facilitates training and coaching to peers, vendors, third parties and more junior engineering operations staff.
• Identifies, obtains, and confirms participation from required cross-functional teams. Works with the core team to identify and schedule all the work for end-to-end support required to fulfill scope. Identifies and manages critical path, being mindful of upstream and downstream dependencies.
• Facilitates the development and implementation of key goals, objectives and success criteria with key stakeholders and core team.
• Communicates updates on major milestones and keeps all stakeholders informed of progress and issues. Identifies and manages proposed changes to program parameters and works with Enterprise Management to ensure appropriate processes and communications are followed. Monitors and ensures quality of deliverables.
• Plans agendas for, facilitates and leads required meetings; prioritizes and drives cross-functional activities, and develops and manages communications, summary reports, and status for various audiences; provides accurate status information in the form of formal briefings, coordination meetings, and written/graphical reports.
• Consistently meets or exceeds organizational scorecard, productivity, and quality metrics.
• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary

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.

Skills:

Service Delivery; Troubleshooting; Business; Accountability; Planning Ability; Personal Initiative; Cross-Functional Teamwork

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. Please visit the compensation and benefits summary on our careers site for more details.

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