Manager 2, Software Development & Engineering

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Job Summary

The Senior Manager, Software Engineering, ITSM/ITOM will be part of the CIEC Reliability Engineering IOP team, overseeing the development, delivery, and reliability of applications supporting ITSM/ITOM (Change, Incident, and Problem Management) services on the ServiceNow platform.
We are looking for an energetic and experienced leader to bring to our organization:
Strategic Agility: Ability to develop and communicate a strategic vision, anticipate future trends, and create and lead competitive and innovative strategies and plans.
Judgment / Continuous Improvement: Demonstrates sound business judgment with a focus on continuous improvement and innovation.
Leadership and Team Building: Motivates and inspires a diverse team, translating technical objectives into business benefits, and develops talent for future growth.
Driving for Results: Thrives in a high-growth, entrepreneurial atmosphere and achieves results by understanding and managing key business levers.

Job Description

Core Responsibilities

• Partner with Product Management, Customer Success Management, and Architecture to identify and prioritize requirements, recommend technology solutions, and define platform roadmaps.
• Oversee all ITSM/ITOM-related software development activities built on the Service Now platform, coordinating internal and external vendor development teams.
• Provide technical oversight for projects, including reviewing technical approaches and ensuring non-functional requirements are met.
• Collaborate with Release Management and Scrum Masters to ensure engineering activities align with associated timelines.
• Ensure all development complies with departmental policies.
• Hire, manage, and mentor a development organization that supports business needs.
• Lead an engineering team delivering complex ITSM/ITOM solutions using ServiceNow.
• Engage in production incidents as needed to support rapid issue resolution and communicate impacts to stakeholders.
• Define and monitor software quality and team productivity KPIs, supporting teams to improve operational maturity.

Key Qualifications:

• Experience in developing and implementing ITSM/ITOM solutions with Service Now (mandatory).
• Strong background in ITSM governance and best practices.
• Understanding of Integrated Operations setup/best practices.
• Analytical, evaluative, and problem-solving abilities.
• Proven experience in ServiceNow-based solution development (mandatory).
• Experience managing in a geographically distributed and diverse environment.
• 8+ years in IT engineering and 5+ years in leading software development teams.
• Knowledge of SDLC and Agile development.
• Familiarity with DevOps and SRE practices (preferred).
• Experience supervising SaaS vendors.
• Excellent communication skills, with the ability to present complex challenges clearly to senior management.
• Proven strong project management leadership abilities.

People Management and Leadership Skills (Required)

• Excellent People Management skills.
• Hands-on experience in hiring, nurturing top talent both lateral and from Campuses across India.
• Train, mentor and guide the team from the front as a people leader.
• Act as a people advocate and provide all possible support to the team wherever required.
• Cultivate cross team collaboration and talent development.

Education and Work Experience

• Bachelor s Degree in Engineering or Science or equivalent technical area.
• Preferred advanced degree in computer science or related field.
• 5+ years in Software development experience with Service Now.
• Service Now and ITIL certifications preferred.

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.
• Respect and promote inclusion & diversity.
• 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 EOE/Veterans/Disabled/LGBT employer.

Skills

Analytical Thinking, Communication, Continual Improvement Process, General Management, Hiring, Results-Oriented

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. Thats 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

Bachelors 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.

Certifications (if applicable)

Relative Work Experience

7-10 Years

Comcast is proud to be 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.