The Manager of Post Support Engineering will lead a team of engineers responsible for supporting our cloud-based and on-prem environments for NBCUniversal O&T. The core responsibilities include (but are not limited to) overseeing day-to-day Post Production ticket escalation across multiple cloud platforms, ensuring all staff is documenting and is trained on new processes and technology.  This position requires a thorough understanding of Avid, Adobe, Resolve, encoding and various asset management systems.

Responsibilities

• Oversee and develop a geographically diverse team of on-prem and remote engineers, ensuring SLA compliance and operational excellence.
• Direct trend analysis on ticketing data, setting strategy to eliminate recurring issues.
• Deliver monthly performance and operational reporting to senior leadership and business units.
• Oversee escalations to the L3 team while ensuring effective communication and alignment between L1, and clients.
• Lead weekly engineering conversations, Onboarding sessions for new business units.
• Regular one-on-one coaching and career development conversations with team members.
• Ensure internal documentation standards are met, delegating authorship and maintaining oversight of technical content on SharePoint.
• Build strong vendor, client, and cross-functional engineering relationships to resolve systemic issues and drive platform improvements.