NBC Universal

2 days ago

Manager, Incident Response

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Own the global Major Incident Management process for Enterprise Technology, including governance, service delivery, stakeholder communications, and escalation handling. Lead Major Incident team leads and an offshore team to meet internal SLOs, drive rapid service restoration, and develop dashboards for executive reviews. Define and improve ITSM/AIOps integrations, automate ITSM-related services, and use AI/ML to reduce operational bottlenecks while partnering across Change, Problem, and Resolver teams.

Location: New York

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Manage delivery of the Major Incident Management function, hands on as required.
•Lead Major Incident Team Leads and an offshore team to ensure internal SLOs are met and services are restored quickly.
•Define and manage major incident communication strategies across the incident lifecycle, including outage notifications and stakeholder updates.
•Analyze workflows to identify bottlenecks and recommend AI/ML solutions to automate repetitive tasks and shorten cycle times.
•Design and manage automation of ITSM-related services in partnership with Change, Problem, and AIOps; provide escalation and executive-reviewed reporting.

Travel: Medium travel

Pay and Benefits

Salary: USD 160,000 - 165,000 annually

Perks:Health InsuranceDentalVision401kPaid LeaveLearning Budget

Key Requirements

•10+ years in Major Incident Management or similar ITSM roles.
•Experience managing a team (8+ years).
•Strong practical ITIL/ITSM skills with operational incident management experience in a large, complex organization.
•Fluency in modern AI tooling (e.g., generative AI, predictive analytics, RPA) and an understanding of API integrations with enterprise software.
•Excellent communications and facilitation skills to lead outage calls and produce updates for business stakeholders.

Experience:Major Incident ManagementITSMService DeliveryEnterprise Technology

Skills:LeadershipCommunicationsProblem-solvingFacilitationStakeholder management

Languages:English

Tech Stack:ITILITSMAIOpsServiceNowService Management workflowsMS TeamsSlackPowerPointExcelCopilotRPAGenerative AIPredictive analyticsAPIs

Company Brief

NBC Universal

NBCUniversal is a global media and entertainment company producing and distributing film, television, news, sports and streaming content, and operating theme parks and consumer experiences across a portfolio of well-known brands including NBC, Universal Pictures and Peacock.

Industry: Film & Television

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Headquarters: New York City, United States

Founded: 2004

Glassdoor: 4.0

Website LinkedIn Glassdoor

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NBC Universal

2 days ago

Manager, Incident Response

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: New York

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Manage delivery of the Major Incident Management function, hands on as required.
•Lead Major Incident Team Leads and an offshore team to ensure internal SLOs are met and services are restored quickly.
•Define and manage major incident communication strategies across the incident lifecycle, including outage notifications and stakeholder updates.
•Analyze workflows to identify bottlenecks and recommend AI/ML solutions to automate repetitive tasks and shorten cycle times.
•Design and manage automation of ITSM-related services in partnership with Change, Problem, and AIOps; provide escalation and executive-reviewed reporting.

Travel: Medium travel

Pay and Benefits

Salary: USD 160,000 - 165,000 annually

Perks:Health InsuranceDentalVision401kPaid LeaveLearning Budget

Key Requirements

•10+ years in Major Incident Management or similar ITSM roles.
•Experience managing a team (8+ years).
•Strong practical ITIL/ITSM skills with operational incident management experience in a large, complex organization.
•Fluency in modern AI tooling (e.g., generative AI, predictive analytics, RPA) and an understanding of API integrations with enterprise software.
•Excellent communications and facilitation skills to lead outage calls and produce updates for business stakeholders.

Experience:Major Incident ManagementITSMService DeliveryEnterprise Technology

Skills:LeadershipCommunicationsProblem-solvingFacilitationStakeholder management

Languages:English

Tech Stack:ITILITSMAIOpsServiceNowService Management workflowsMS TeamsSlackPowerPointExcelCopilotRPAGenerative AIPredictive analyticsAPIs

Company Brief

NBC Universal

Industry: Film & Television

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Headquarters: New York City, United States

Founded: 2004

Glassdoor: 4.0

Website LinkedIn Glassdoor