Technician 2 Video Operations

Comcast brings together the best in media and technology. We drive innovation to create the worlds best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

The Technician 2 – Video Operations is responsible for leading the investigation and resolution of complex production incidents impacting video platforms and services. This role acts as the primary technical escalation point from Technician 1 and plays a critical role in maintaining platform stability, service availability, and customer experience through deep technical troubleshooting, incident ownership, and root cause analysis.

Job Description

Core Responsibilities

• Own and resolve production incidents across Priority 1 (P1) to Priority 5 (P5) levels, including highseverity (P1/P2) incidents escalated from Technician 1 teams.
• Lead diagnosis of issues spanning application configuration, cloud infrastructure, orchestration layers, and integrated systems.
• Perform indepth troubleshooting using log correlation, servicedependency tracing, and databaselevel analysis.
• Execute controlled failovers, service restarts, and workload transitions to restore and maintain high availability.
• Conduct thorough postincident Root Cause Analysis (RCA) and document findings with corrective and preventive actions.
• Perform postdeployment validation checks to ensure service health after releases or infrastructure changes.
• Accurately document all technical actions, investigation details, and resolutions in ServiceNow with a high level of precision.
• Provide structured and comprehensive shift handovers, ensuring continuity, risk visibility, and clear next steps.
• Act as the product and platform subjectmatter expert within the Video Operations / ASE team.
• Guide and support Technician 1 engineers during escalations and complex investigations.
  
  

Technical Skills & Knowledge

• Strong understanding of distributed systems and microservicesbased architectures.
• Handson knowledge of Kubernetes and AWS cloud services.
• Proven ability to analyze service degradations, resource bottlenecks, latency issues, and database performance problems.
• Experience working with monitoring, logging, and incident management tools, including:
• Splunk
• Datadog
• ServiceNow
• Solid understanding of ITILaligned incident and problem management practices.
  

Core Competencies

• Advanced analytical and troubleshooting skills with a rootcause mindset
• Strong technical communication skills for incident bridges and stakeholder updates
• Ability to make sound decisions under pressure during highseverity incidents
• High level of attention to detail in investigation, documentation, and RCA
• Ownershipdriven and accountabilityfocused approach to operations
• Teamoriented mindset with an emphasis on reliability and service excellence
  
  

Work Environment

• 24x7 shiftbased operations supporting businesscritical video platforms
• Regular involvement in major incident management and escalation handling
• Close collaboration with engineering, platform, and operations teams
• Highavailability, productioncritical environment requiring rapid response and precision
  
  

Employees At All Levels Are Expected To

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do whats right for each other, our customers, investors and our communities.
  
  

Disclaimer

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
  
  

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

High School Diploma / GED

Relevant Work Experience

2-5 Years

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