Comcast
Job Summary
Role Summary The Senior Technical Program Manager (TPM) leads mission-critical, cross-functional programs that deliver complex telecommunications solutions for enterprise customers—owning outcomes from onboarding and initial activation through ongoing service lifecycle and continuous improvement. The TPM blends deep domain expertise in IP networking, SDWAN/SASE, MPLS, CyberSecurity, VoIP/UC, and SIP with disciplined program leadership, customer advocacy, and ITIL-based service management to ensure contractual SLAs/SLOs, performance KPIs, and business goals are consistently achieved.
Job Description What You’ll Do
1) Customer Onboarding Programs (End-to-End Ownership)
Own the
program to onboard new customers , from technical discovery and design alignment to provisioning, pilot, cutover, and stabilization, ensuring scope, schedules, and risks are transparent and managed.
Build and execute
onboarding playbooks
(RACI, readiness reviews, risk registers, stakeholder comms), coordinating internal engineering, provisioning, voice/security specialists, field ops, and third-party vendors.
Align onboarding change windows and
client change control
requirements; socialize maintenance events that could impact milestones and SLAs.
Establish early-life support (ELS) metrics and acceptance criteria; drive proactive issue resolution to achieve time-to-value targets.
2) Account Lifecycle & Customer Advocacy
Serve as the
primary technical point of contact
across the customer lifecycle (postsales through operations), orchestrating break/fix, RCA, and service optimization with internal teams and partners.
Run a disciplined business cadence— daily/weekly working sessions ,
MBRs
and
QBRs
with KPI readouts, trend analyses, and improvement plans.
Lead strategic service reviews and governance to improve network health, availability, and customer outcomes over time.
3) Program & Portfolio Leadership
Lead multitrack programs across networking, voice, and cybersecurity platforms; define scope, critical path, dependency mapping, risk mitigation, and executive comms using
MS Project, Jira, Smartsheet .
Coordinate NOC, ECC, XOC, Regional Tech Ops, Sales, NETO, and Engineering to
expedite resolution
and maintain SLA/SLO adherence.
Govern complex refreshes, migrations, and vendor integrations with clear success criteria and go/no-go discipline.
4) ITIL-Based Service Operations
Incident Management:
Lead major incidents (incl. “Code Red”), communications, technical triage, and RCAs through closure.
Change & Release Management:
Enforce rigorous change control for design/config/migration/upgrade activities, and coordinate release execution with engineering.
Problem, Availability, Capacity & Service Level Management:
Drive structural fixes, availability targets, capacity planning, KPI reporting, and SLA governance with an ongoing cadence.
Configuration Management:
Maintain golden config standards and drift audits; ensure inventory and adds/changes follow policy.
Risk & Continuity:
Own risk registers, failover testing, inventory/spares SLAs, and continuity exercises.
5) Technical Leadership & Solution Assurance
Provide technical thought leadership during design validation and implementation across
MPLS, Hybrid WAN/SDWAN, SASE , segmentation, QoS,
BGP/OSPF , NAT, and high‑availability architectures.
Oversee voice/UC solution delivery:
SIP trunking, VoIP/UCaaS , SBC policy, dial plans, E911, codec/QoS, survivability, and interop.
Lead security workstreams spanning
NGFW, VPN, DDoS mitigation , DNS security, vulnerability/risk treatment, and compliance alignment (e.g.,
ISO 27001
in collaboration with security teams).
6) Reporting & Continuous Improvement
Publish KPI dashboards (availability, MTTR, change success rate, adoption, onboarding cycle time) and
RCA /service improvement plans; align on targets in MBR/QBR forums.
Capture lessons learned and operationalize best practices across the PMO/delivery organization.
Required Technical Skills & Domain Expertise
Networking:
MPLS, BGP/OSPF, QoS, IP addressing/NAT, path selection, HA/VRRP/HSRP, WAN optimization, underlay/overlay integration for
SDWAN .
Secure Access:
SASE
architectures (policy-based access, SWG, ZTNA, CASB), identity integration, tunnel design, and performance tuning.
Voice/UC:
SIP
trunking, VoIP/UCaaS, SBCs, call routing/dial plans, codec selection, jitter/packet loss mitigation, QoS/CoS, survivability, PSTN interconnects, emergency services (E911).
Security:
NGFW policy,
VPN
(site-to-site/remote),
DDoS
mitigation patterns, segmentation/microsegmentation, vulnerability remediation workflows.
Service Operations:
ITIL practices for Incident/Problem/Change/Release/Config/Capacity/SLM/Availability, with KPI-driven governance.
Qualifications
Experience:
7+ years in customer-facing operations plus
5+ years in program/project management
with a strong technical background (complex or multiple complex accounts).
Proven delivery of
multisite enterprise deployments
across WAN/SDWAN, SASE, SIP/UC, and managed cyber security solutions.
Certifications:
ITIL practitioner (or equivalent experience) and
vendor technology certifications ;
PMP/PRINCE2
preferred.
Tools & Methods:
Proficiency with
MS Project, Jira, Smartsheet ; Agile/Waterfall/Hybrid governance and executive reporting.
Industry Background:
Telecom carrier/service provider experience and familiarity with
OSS/BSS
and provisioning systems preferred.
Preferred (for this senior level) 10+ years overall in telecommunications/enterprise networking with progressive responsibility leading cross-functional delivery at scale (national/global).
Success Metrics (Illustrative)
Onboarding:
Time-to-activate, % on-time cutovers, first 30-day defect rate, customer readiness scores.
Operations:
MTTR, incident containment time, change success rate, availability vs. target, capacity headroom.
Customer Health:
SLA/SLO attainment, KPI trends in
MBR/QBR
reviews, action-plan closure rate.
Operating Principles & Culture
Model Comcast’s Operating Principles:
own the customer experience , be an enthusiastic advocate of our technologies and digital tools, win as a team, participate in our
Net Promoter System , and
do what’s right
for customers and communities.
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 what’s 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.
Skills Customer Experience (CX); Planning; Communication
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 Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience 7-10 Years
#J-18808-Ljbffr
Job Description What You’ll Do
1) Customer Onboarding Programs (End-to-End Ownership)
Own the
program to onboard new customers , from technical discovery and design alignment to provisioning, pilot, cutover, and stabilization, ensuring scope, schedules, and risks are transparent and managed.
Build and execute
onboarding playbooks
(RACI, readiness reviews, risk registers, stakeholder comms), coordinating internal engineering, provisioning, voice/security specialists, field ops, and third-party vendors.
Align onboarding change windows and
client change control
requirements; socialize maintenance events that could impact milestones and SLAs.
Establish early-life support (ELS) metrics and acceptance criteria; drive proactive issue resolution to achieve time-to-value targets.
2) Account Lifecycle & Customer Advocacy
Serve as the
primary technical point of contact
across the customer lifecycle (postsales through operations), orchestrating break/fix, RCA, and service optimization with internal teams and partners.
Run a disciplined business cadence— daily/weekly working sessions ,
MBRs
and
QBRs
with KPI readouts, trend analyses, and improvement plans.
Lead strategic service reviews and governance to improve network health, availability, and customer outcomes over time.
3) Program & Portfolio Leadership
Lead multitrack programs across networking, voice, and cybersecurity platforms; define scope, critical path, dependency mapping, risk mitigation, and executive comms using
MS Project, Jira, Smartsheet .
Coordinate NOC, ECC, XOC, Regional Tech Ops, Sales, NETO, and Engineering to
expedite resolution
and maintain SLA/SLO adherence.
Govern complex refreshes, migrations, and vendor integrations with clear success criteria and go/no-go discipline.
4) ITIL-Based Service Operations
Incident Management:
Lead major incidents (incl. “Code Red”), communications, technical triage, and RCAs through closure.
Change & Release Management:
Enforce rigorous change control for design/config/migration/upgrade activities, and coordinate release execution with engineering.
Problem, Availability, Capacity & Service Level Management:
Drive structural fixes, availability targets, capacity planning, KPI reporting, and SLA governance with an ongoing cadence.
Configuration Management:
Maintain golden config standards and drift audits; ensure inventory and adds/changes follow policy.
Risk & Continuity:
Own risk registers, failover testing, inventory/spares SLAs, and continuity exercises.
5) Technical Leadership & Solution Assurance
Provide technical thought leadership during design validation and implementation across
MPLS, Hybrid WAN/SDWAN, SASE , segmentation, QoS,
BGP/OSPF , NAT, and high‑availability architectures.
Oversee voice/UC solution delivery:
SIP trunking, VoIP/UCaaS , SBC policy, dial plans, E911, codec/QoS, survivability, and interop.
Lead security workstreams spanning
NGFW, VPN, DDoS mitigation , DNS security, vulnerability/risk treatment, and compliance alignment (e.g.,
ISO 27001
in collaboration with security teams).
6) Reporting & Continuous Improvement
Publish KPI dashboards (availability, MTTR, change success rate, adoption, onboarding cycle time) and
RCA /service improvement plans; align on targets in MBR/QBR forums.
Capture lessons learned and operationalize best practices across the PMO/delivery organization.
Required Technical Skills & Domain Expertise
Networking:
MPLS, BGP/OSPF, QoS, IP addressing/NAT, path selection, HA/VRRP/HSRP, WAN optimization, underlay/overlay integration for
SDWAN .
Secure Access:
SASE
architectures (policy-based access, SWG, ZTNA, CASB), identity integration, tunnel design, and performance tuning.
Voice/UC:
SIP
trunking, VoIP/UCaaS, SBCs, call routing/dial plans, codec selection, jitter/packet loss mitigation, QoS/CoS, survivability, PSTN interconnects, emergency services (E911).
Security:
NGFW policy,
VPN
(site-to-site/remote),
DDoS
mitigation patterns, segmentation/microsegmentation, vulnerability remediation workflows.
Service Operations:
ITIL practices for Incident/Problem/Change/Release/Config/Capacity/SLM/Availability, with KPI-driven governance.
Qualifications
Experience:
7+ years in customer-facing operations plus
5+ years in program/project management
with a strong technical background (complex or multiple complex accounts).
Proven delivery of
multisite enterprise deployments
across WAN/SDWAN, SASE, SIP/UC, and managed cyber security solutions.
Certifications:
ITIL practitioner (or equivalent experience) and
vendor technology certifications ;
PMP/PRINCE2
preferred.
Tools & Methods:
Proficiency with
MS Project, Jira, Smartsheet ; Agile/Waterfall/Hybrid governance and executive reporting.
Industry Background:
Telecom carrier/service provider experience and familiarity with
OSS/BSS
and provisioning systems preferred.
Preferred (for this senior level) 10+ years overall in telecommunications/enterprise networking with progressive responsibility leading cross-functional delivery at scale (national/global).
Success Metrics (Illustrative)
Onboarding:
Time-to-activate, % on-time cutovers, first 30-day defect rate, customer readiness scores.
Operations:
MTTR, incident containment time, change success rate, availability vs. target, capacity headroom.
Customer Health:
SLA/SLO attainment, KPI trends in
MBR/QBR
reviews, action-plan closure rate.
Operating Principles & Culture
Model Comcast’s Operating Principles:
own the customer experience , be an enthusiastic advocate of our technologies and digital tools, win as a team, participate in our
Net Promoter System , and
do what’s right
for customers and communities.
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 what’s 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.
Skills Customer Experience (CX); Planning; Communication
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 Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience 7-10 Years
#J-18808-Ljbffr