Technical Lead

ABOUT THE ROLE: The Technical Lead serves as a critical subject matter expert within the IT support function, within NBC Universal. Providing high-level technical guidance and expertise across complex issues and projects within a fast-paced media organization. Equivalent in level to a junior manager, this individual contributor role does not involve direct people management but instead focuses on supporting the team with specialized technical knowledge, enhancing problem resolution processes, and partnering closely with engineering teams and technology partners. This role requires a deep technical understanding, strong analytical skills, and the ability to collaborate effectively across departments. YOUR RESPONSIBILITIES:  Technical Expertise & Problem Resolution: Serve as a primary escalation point for complex or high-priority incidents, providing advanced troubleshooting and support to resolve critical issues efficiently. Assist team members with in-depth technical guidance on incidents, sharing knowledge to improve overall support capabilities. Develop and recommend fixes and optimizations to improve system stability and performance, providing input based on industry best practices. Incident Management & After-Action Reviews (AARs): Participate actively in major incident management, supporting rapid response efforts and aiding in restoring services as quickly as possible. Conduct After-Action Reviews (AARs) post-incident to analyze response effectiveness, identify gaps, and recommend improvements to reduce future risk. Work closely with the Incident Management team to conduct root cause analyses, ensuring that recurring issues are understood and appropriately addressed. Knowledge Management & Documentation: Review and update knowledge articles, FAQs, and troubleshooting guides, ensuring documentation is accurate, clear, and easily accessible to support teams. Collaborate with team members to create new documentation as needed, contributing to a robust knowledge base that enables quicker and more consistent issue resolution. Monitor trends and recurring issues, using insights to proactively enhance knowledge resources. Project Participation as Subject Matter Expert (SME): Act as a Subject Matter Expert (SME) on relevant projects, providing technical input during planning, development, and implementation phases. Collaborate with project teams to assess technical requirements, troubleshoot potential challenges, and deliver solutions that align with organizational goals. Remain up-to-date with technology developments and suggest improvements to project designs that enhance functionality and user experience. Collaboration with Engineering & Technology Partners: Build and maintain strong relationships with internal engineering teams, technology vendors, and external partners to ensure seamless integration of systems and support tools. Participate in regular reviews with internal Service Delivery teams and technology partners to discuss improvements, upgrades, and emerging solutions relevant to IT support. Act as a liaison between the IT support team and engineering departments, facilitating communication and ensuring alignment on shared goals and technical requirements. Continuous Improvement & Best Practices: Identify opportunities to streamline support processes, introduce automation, and improve efficiency across the team. Stay informed on industry trends, emerging technologies, and best practices in IT support, bringing forward suggestions that advance organizational capability. Lead initiatives focused on modernizing support practices, including automation efforts and adoption of AI-driven solutions.