Job Summary:
This individual will be a member of the Product Application Services Organization, and will lead an organization of VOD support engineers to operate Comcast's video on demand services, including traditional RF based on-demand, set-top box platforms, future IP based video on demand projects and more.
As a technical people leader, this person must be well versed in relevant technologies, be able to recruit and lead information technology managers and engineers, and interface with senior business unit personnel and other engineering teams as necessary to enable the best end-to-end customer experience.
This person's group will handle the full range of activities necessary to deliver IP video services.This will include working with vendors, developing and implementing new systems and network designs, deploying software, performing day-to-day Windows and Linux systems administration and other operations activities, and building or integrating reporting, monitoring, and analytics processes.
Major Duties:
Primarily responsible for the day-to-day, 24x7x365 on-call engineering, operations and maintenance of Windows-based IP video related products based on the SeaChange Axiom product line.
Directly manage an engineering team of Windows Systems Administrators and VOD support engineers, including the planning, scheduling, and coordination of work efforts within the group.
Anticipate internal customer needs and requirements, and coordinate with other departments or vendors to meet customer needs.
Coordinate efforts of Regional team with National VOD Support Organization to align efforts which extend beyond regional boundaries.
Apply technical knowledge to determine solutions and solve complex problems. Ensure integration and alignment of work across departments to meet objectives.
Create or integrate solutions to monitor customer experience, troubleshoot systems, and proactively manage the systems.
Work with engineering and vendors on software updates and product roadmaps.
Provide review and input into the design of new technical features and architectural changes.
Lead team performing Windows system installation, upgrades, patching, tuning, and troubleshooting on several hundred servers.
Lead a team performing application software installation, upgrades, and troubleshooting.
Help develop and implement a capacity model, total cost of ownership model and scaling plan for the platform.
Suggest design and architecture modifications to improve system stability, performance, and TCO.
Direct participation in planning testing for system upgrades.
Perform troubleshooting and problem resolution activities with other support teams (e.g. network support, NOC, vendors). Produce Root Cause Analysis findings that focus on recommendations to learn from and avoid problem recurrence.
Maintain productive relationships with peer organizations,and vendors.
Prepare and maintain development plans for direct reports, including career and individual development.
Meet with reports on a predictable basis to provide direct guidance and feedback on career and individual goals.
Prepare and submit budgets and staffing plans as needed.
Occasional travel required.
Participation in an on-call rotation for after-hours coverage as needed.
Other duties as assigned.
Required Skills:
Required Skills/Experience:
At least 4years experience managing teams of technical personnel in a customer-facing 24x7 operations environment.
Experience managing large-scale, highly-available customer-facing IP application services.
At least 8 years technical experience with video, web, messaging, or other IP applications.
Hands-on experience managing Unix orWindows operating systems.
Hands-on experience with common IP networking protocols (e.g. TCP/IP troubleshooting, DNS, DHCP, NAT, POP, IMAP, SMTP).
Experience with highly-availableclustered systems and geographically distributed systems.
Demonstrated ability to manage component and systems level total cost of ownership, development of associated models and support systems.
Excellent project management and change management skills, including demonstrated ability to stay organized while multi-tasking between several projects, and to adapt to change.
Exceptional verbal and written communication skills, communicating complex information easily and clearly.
Ability to work independently, with minimum of direction.
Demonstrated ability to recruit, retain, lead and motivate technical teams.
Desired Skills/Experience:
At least 4 years in-depth experience with IP networking (TCP/IP packet analysis, DNS, DHCP, NAT, etc.)
At least 4 years of Unix and/or Windows systems administration, performance tuning, and troubleshooting experience in a large-scale (200+ servers), customer-facing environment.
Tools development in Perl, PHP, shell, or similar languages.
Experience operating or designing SQL databases (Oracle, Postgres, MySQL, SQL Server etc.)
Experience with large scale (multi-tier) caching delivery systems
Experience with SANs and storage systems (e.g. EMC, HDS, Brocade, FCIP, iSCSI).
Experience managing Windows and Unix servers remotely in a distributed environment.
Experience with Video On Demand delivery platforms
Experience operating and troubleshooting web application servers and XML interfaces.
Education:
Bachelor's degree in Engineering or Computer Science or equivalent in work experience and self-study.
Advanced degree is a plus.
