Incident Response Manager

NBCUniversal

Manager, Incident Response overseeing the Major Incident Management process globally. Leading a team to restore services and communicate with stakeholders effectively under NBCUniversal's Operations & Technology segment.

Posted 7/29/2026full-timeRemote • New York • 🇺🇸 United StatesSeniorLead💰 $160,000 - $165,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Expertise in Major Incident Management with a strong focus on ITIL/ITSM practices, team leadership, and operational efficiency. Proven ability to develop communication strategies and implement data-driven solutions to enhance service delivery.

Highest-signal resume keywords

Major Incident ManagementITIL/ITSM ExpertiseTeam ManagementOperational EfficiencyCommunication Strategies

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Incident Management PracticesService Delivery ManagementData-Driven SolutionsOperational Bottleneck AnalysisDashboard Development

Soft Skills

Excellent CommunicationFacilitation Skills

Tools & Technologies

AI ToolsAPI Integrations

Industry Keywords

Service Level ObjectivesContinual Service Improvement3rd Party ManagementVendor Management

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Manage the delivery of the Major Incident Management function
Manage the Major Incident Team Leads and offshore team to ensure internal SLOs are met
Ensure restoration of normal service operations as quickly as possible to minimize impact on business operations
Define, manage and ensure delivery of clear communication strategies for major incidents
Provide updates to end users and leadership via outage notifications
Analyze workflows to identify operational bottlenecks and recommend targeted solutions
Identify and implement continual service improvement opportunities across functions
Serve as the escalation point for Major Incident functions and incidents
Develop internal dashboards and reports on Major incidents

Requirements

What you’ll need

10+ years in Major Incident Management or similar ITSM roles
8+ years managing a team
Strong practical ITIL/ITSM skill set, operational experience
Demonstrated knowledge of incident management practices within a large, complex organization
Technically fluent in modern AI tools and understanding of API integrations
Proven ability to identify operational inefficiencies and implement data-driven solutions
Demonstrated experience of managing 3rd parties & vendors in a Service Delivery remit
Excellent communications and facilitation skills

Benefits

Comp & perks

medical insurance
dental insurance
vision insurance
401(k)
paid leave
tuition reimbursement
variety of other discounts and perks