Supervisor, Enterprise Service Assurance – Managed Services
NBCUniversal
full-time
Posted on:
Location Type: Hybrid
Location: Denver • Colorado • Illinois • United States
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Salary
💰 $78,750 - $118,126 per year
About the role
- Oversee the Coordination Desk, serving as the first line of defense for alerts, incidents, and outages.
- Ensure creation and management of master incident tickets, coordinating cross-functional resources through resolution.
- Lead and participate in incident management bridges for large customer or multi-site outages, driving accountability and resolution.
- Serve as an escalation point for tool outages, large-scale customer outages, and high-impact service disruptions.
- Provide clear, confident communication on large bridges with technical teams, customers, and senior leadership (including VPs).
- Provide people leadership through regular performance discussions, coaching, development planning, and corrective action as needed.
- Conduct quality assurance audits of incidents, tickets, and events to ensure adherence to standards and best practices.
- Analyze and report key performance indicators such as MTTR, quality metrics, and PTUs, using insights to drive continuous improvement.
- Partner closely with engineering, leadership, and cross-functional teams to manage escalations and align on resolution strategies.
Requirements
- Demonstrated people leadership experience, including coaching, performance management, and team development.
- Strong verbal communication skills with the ability to confidently speak on large bridges and present to senior leaders.
- Ability to operate effectively in a fast-paced, dynamic, and often unstructured environment where priorities change quickly.
- Proven ability to exercise independent judgment and discretion in matters of significance.
- Previous experience in incident management, service assurance, NOC, or managed services environments is preferred.
- Technical background or familiarity with networking, infrastructure, or managed services environments (hands-on ticket work not required).
- Experience working in 24x7 operational environments supporting large or enterprise customers.
- Exposure to ITIL, incident escalation frameworks, or structured service management practices.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
incident managementservice assurancenetworkinginfrastructureITILincident escalation frameworksstructured service management practicesperformance metrics analysisquality assurance auditscontinuous improvement
Soft Skills
people leadershipcoachingperformance managementteam developmentverbal communicationindependent judgmentdiscretionadaptabilityaccountabilitycross-functional collaboration