Technical Lead

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

Comcast NBCUniversal has announced its intent to create a new publicly traded company ('Versant') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025.

ABOUT THE ROLE: 

The Technical Lead serves as a critical subject matter expert within the IT support function, within NBC Universal. Providing high-level technical guidance and expertise across complex issues and projects within a fast-paced media organization. Equivalent in level to a junior manager, this individual contributor role does not involve direct people management but instead focuses on supporting the team with specialized technical knowledge, enhancing problem resolution processes, and partnering closely with engineering teams and technology partners. This role requires a deep technical understanding, strong analytical skills, and the ability to collaborate effectively across departments.

YOUR RESPONSIBILITIES: 

Technical Expertise & Problem Resolution:

• Serve as a primary escalation point for complex or high-priority incidents, providing advanced troubleshooting and support to resolve critical issues efficiently.
• Assist team members with in-depth technical guidance on incidents, sharing knowledge to improve overall support capabilities.
• Develop and recommend fixes and optimizations to improve system stability and performance, providing input based on industry best practices.

Incident Management & After-Action Reviews (AARs):

• Participate actively in major incident management, supporting rapid response efforts and aiding in restoring services as quickly as possible.
• Conduct After-Action Reviews (AARs) post-incident to analyze response effectiveness, identify gaps, and recommend improvements to reduce future risk.
• Work closely with the Incident Management team to conduct root cause analyses, ensuring that recurring issues are understood and appropriately addressed.

Knowledge Management & Documentation:

• Review and update knowledge articles, FAQs, and troubleshooting guides, ensuring documentation is accurate, clear, and easily accessible to support teams.
• Collaborate with team members to create new documentation as needed, contributing to a robust knowledge base that enables quicker and more consistent issue resolution.
• Monitor trends and recurring issues, using insights to proactively enhance knowledge resources.

Project Participation as Subject Matter Expert (SME):

• Act as a Subject Matter Expert (SME) on relevant projects, providing technical input during planning, development, and implementation phases.
• Collaborate with project teams to assess technical requirements, troubleshoot potential challenges, and deliver solutions that align with organizational goals.
• Remain up-to-date with technology developments and suggest improvements to project designs that enhance functionality and user experience.

Collaboration with Engineering & Technology Partners:

• Build and maintain strong relationships with internal engineering teams, technology vendors, and external partners to ensure seamless integration of systems and support tools.
• Participate in regular reviews with internal Service Delivery teams and technology partners to discuss improvements, upgrades, and emerging solutions relevant to IT support.
• Act as a liaison between the IT support team and engineering departments, facilitating communication and ensuring alignment on shared goals and technical requirements.

Continuous Improvement & Best Practices:

• Identify opportunities to streamline support processes, introduce automation, and improve efficiency across the team.
• Stay informed on industry trends, emerging technologies, and best practices in IT support, bringing forward suggestions that advance organizational capability.
• Lead initiatives focused on modernizing support practices, including automation efforts and adoption of AI-driven solutions.

REQUIREMENTS: 

• Education & Experience:
  • Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
  • 3+ years of experience in IT support or relevant technical roles, with proven expertise in troubleshooting, root cause analysis, and incident management.
    
     
• Technical Skills:
  • Extensive knowledge of ITSM tools, diagnostic methodologies, and support frameworks, including familiarity with incident management and problem management processes.
  • Proficiency in scripting, automation, or other relevant tools that enable efficiency improvements in support processes.
    
     
• Analytical & Problem-Solving Skills:
  • Strong analytical skills and ability to deconstruct complex technical issues to identify root causes and effective solutions.
  • Capacity to manage and prioritize competing demands while staying focused on high-impact, long-term solutions.
    
     
• Interpersonal & Communication Skills:
  • Excellent written and verbal communication skills, with the ability to explain complex technical concepts to non-technical stakeholders.
  • Effective collaborator and team player, with a track record of fostering positive partnerships across technical and non-technical teams.

PREFERRED QUALIFICATIONS: 

• Ability to work effectively in a high-pressure environment, especially during major incidents or critical projects.
• Flexibility to provide out-of-hours support when required to address high-priority incidents or participate in time-sensitive projects.
• Commitment to continuous learning and improvement, with an interest in new technologies and advancements in IT support.
• Excellent communication and people skills, able to present solutions to a range of key stakeholders and business partners.

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].