Hybrid Supervisor, Enterprise Service Assurance – Managed Services

at NBCUniversal

• Job title: Supervisor, Enterprise Service Assurance – Managed Services
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $78,750 - $118,126 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Denver, United States

About the role

• Supervisor of Service Assurance overseeing incident management and technical staff performance. Leading communications during outages for enterprise customers within Comcast Business.

Responsibilities

• 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