Comcast brings together the best in media and technology. We drive innovation to create the world's 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 Technical Program Manager (TPM) for Network, Security, and Voice leads mission-critical, cross 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, Cyber WAN/SASE, MPLS, Cybersecurity Security, 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
Core Responsibilities
1) Customer Onboarding Programs (End-to‑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‑party vendors.
* Align onboarding change windows and client change-c‑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‑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 (post-sales‑sales 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 multi‑track 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-B‑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‑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/SD‑WAN, SASE, segmentation, QoS, BGP/OSPF, NAT, and high availability‑availability architectures.
* Oversee voice/UC solution delivery: SIP trunking, VoIP/UCaaS, SBC policy, dial plans, E911, codec/QoS, survivability, and interop.
* Lead security work streams 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.
Qualifications
* Experience: 7+ years in customer-facing‑facing operations plus 5+ years in program/project management with a strong technical background (complex or multiple complex accounts).
* Proven delivery of multi‑site enterprise deployments across WAN/SD‑WAN, 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.
Technical Skills & Domain Expertise
* Networking: MPLS, BGP/OSPF, QoS, IP addressing/NAT, path selection, HA/VRRP/HSRP, WAN optimization, underlay/overlay integration for SD‑WAN.
* Secure Access: SASE architectures (policy-based‑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‑loss mitigation, QoS/CoS, survivability, PSTN interconnects, emergency services (E911).
* Security: NGFW policy, VPN (site-to‑to‑site/remote), DDoS mitigation patterns, segmentation/micro-segmentation‑segmentation, vulnerability remediation workflows.
* Service Operations: ITIL practices for Incident/Problem/Change/Release/Config/Capacity/SLM/Availability, with KPI-driven‑driven governance.
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.
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 benefits summary on our careers site for more details.
Education
Bachelor's DegreeWhile 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.
Certifications (if applicable)
Relevant Work Experience
10 Years +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.