Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Role Summary
The Senior Technical Program Manager (TPM) leads missioncritical, crossfunctional 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 ITILbased 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 (EndtoEnd 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 thirdparty vendors.
• Align onboarding change windows and client changecontrol requirements; socialize maintenance events that could impact milestones and SLAs.
• Establish earlylife support (ELS) metrics and acceptance criteria; drive proactive issue resolution to achieve timetovalue 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/nogo discipline.

4) ITILBased 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 goldenconfig 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 highavailability 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 (policybased 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/packetloss mitigation, QoS/CoS, survivability, PSTN interconnects, emergency services (E911).
• Security: NGFW policy, VPN (sitetosite/remote), DDoS mitigation patterns, segmentation/microsegmentation, vulnerability remediation workflows.
• Service Operations: ITIL practices for Incident/Problem/Change/Release/Config/Capacity/SLM/Availability, with KPIdriven governance.

Qualifications

• Experience: 7+ years in customerfacing 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 crossfunctional delivery at scale (national/global). (Preference statement—role calibration; not sourced.)

Success Metrics (Illustrative)

• Onboarding: Timetoactivate, % ontime cutovers, first30day 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, actionplan 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

Communication, Customer Experience (CX), Scheduling

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

5-7 YearsComcast 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.