• Respond to, triage, and resolve incidents and service requests across supported AWS environments. • Own incidents end-to-end, from initial alert or client report through resolution and closure. • Diagnose root cause issues, not just symptoms, and implement sustainable fixes. • Communicate clearly and professionally with internal teams and clients throughout incident lifecycles. • Escalate complex or high-risk issues appropriately to Incident Management or Development teams. • Monitor Amazon Connect instances and supporting AWS services to proactively detect and prevent service degradation. • Investigate and remediate alerts generated via CloudWatch and other monitoring tools. • Continuously refine alerting thresholds and dashboards to ensure alerts are meaningful, actionable, and timely. • Perform routine health checks and platform reviews to identify risks before they impact clients. • Execute approved configuration changes, fixes, and enhancements in support of incident resolution or client requests. • Create and manage change tickets in alignment with internal change management processes. • Partner with Developers and TAMs to coordinate changes requiring code updates or architectural review. • Support platform growth through implementation of new features, integrations, or AWS services. • Document incidents, resolutions, and changes thoroughly in ServiceNow. • Contribute to and maintain troubleshooting guides, runbooks, and operational documentation. • Participate in post-incident reviews and root cause analyses. • Apply lessons learned to improve monitoring, processes, and platform resilience over time. • Act as a trusted technical partner to clients during incidents and operational discussions. • Collaborate effectively with TAMs to support client health, stability, and satisfaction. • Work closely with Developers to identify recurring issues that may benefit from automation or code changes. • Uphold professional, calm, and customer-focused communication standards in all interactions.

• Serve as an automated test developer utilizing Selenium for Momentum testing initiatives • Design, develop, and maintain automated testing frameworks aligned with enterprise standards • Evaluate and recommend automation approaches, tools, and best practices to maximize testing efficiency and minimize testing complexity • Assist in the development of automated testing solutions leveraging Selenium and a supporting array of software development languages and tools • Ensure automated testing solutions are version‑controlled, traceable, and well documented • Configure, maintain, and upgrade the automation tool environments and related plugins • Integrate automation tools with CI/CD pipelines (e.g., Jenkins, GitHub, and other automation applications) to enable continuous testing and repeatability • Manage test environment connectivity, data dependencies, and tool access for the technical and testing teams • Support testing automation team to achieve high quality testing results and full traceability between test scripts and requirements traceability matrix

• Provide timely and professional support through email, chat, phone, and ticketing systems. • Troubleshoot common product, account, and workflow-related issues for customers and internal users. • Accurately document customer interactions, troubleshooting steps, and resolutions. • Escalate unresolved, urgent, or complex issues to senior team members when appropriate. • Manage assigned ticket queues and ensure timely follow-up and case resolution. • Support multiple products, communication channels, and operational needs based on business priorities. • Maintain quality, productivity, and customer service standards across all assigned work. • Build and maintain knowledge of supported products, tools, and workflows through ongoing training and coaching. • Communicate clearly and professionally with customers, teammates, and leadership. • Collaborate with team members to support daily operations, knowledge sharing, and continuous improvement efforts.

• Provide real-time operational support for live/on-air programming across NBCU brands and shows • Own incident response during your shift • Perform hands-on L1–L3 support • Maintain and validate core newsroom and control-room workflows • Respond immediately to monitoring alerts and user-reported issues • Communicate clearly and accurately • Document incidents and operational learnings through knowledge articles, runbooks, and post-incident notes • Participate in operational testing and release validation with development teams • Participate in a rotating on-call schedule supporting on-air broadcast hotlines