Manager, UCC and Incident Management

INTRODUCTION  

At NBCUniversal, we believe in the talent of our people. It’s our passion and commitment to excellence that drives NBCU’s vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It’s what makes us uniquely NBCU. Here you can create the extraordinary. Join us.  

ABOUT THE ROLE

We are seeking a results-driven and hands-on Manager of unified communications and incident management. This role will be responsible for leading the strategy, operations and support of unified communications platforms and overseeing the organization’s incident management function for APAC.  This role ensures seamless collaboration across voice, video and messaging platforms while driving effective processes to prepare for, respond to, and resolve critical incidents. This role will partner closely with other IT functional areas, business stakeholders and executive leadership to maintain a reliable environment while minimizing disruptions and ensuring organizational resilience.   

RESPONSIBILITIES

・Oversee day-to-day UCC Ops across the APAC region, including on-site support and remote technical services.

・Manage and mentor local IT support teams fostering a high-performance culture focused on customer satisfaction.

・Monitor performance, capacity and service quality, implementing improvements where needed in the UCC space.

・Assist in vendor coordination and contract management for regional AV\UCC services and equipment.

・Support UCC project delivery across the region by coordinating tasks, resources, and communications with global and local stakeholders

・Own the enterprise incident management framework, playbooks and escalation processes.

・Act as a first-level escalation point for operational incidents within the region impacting business and operations at scale, working closely with the Director to resolve complex challenges.

・Maintain and exercise crisis communication protocols, including executives and user population.

・Maintain documentation, SOPs, and knowledge articles to support consistency and operational excellence.

・Coordinate incident response and root cause analysis, implementing long-term solutions.

REQUIREMENTS:

・Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

・5+ years of experience in UC or Incident management space, with at least 2 years in a leadership or supervisory capacity.

・Strong understanding of IT support best practices, service delivery models, and end-user technology.

・Strong technical expertise with platforms such as MS Teams, Zoom, Cisco UC, Avaya.

・Familiarity with ITIL practices; certification preferred (e.g., ITIL 4 Foundation).

・Excellent interpersonal and communication skills with a customer-first mindset.

・Strong troubleshooting abilities and comfort working in a fast-paced, dynamic enterprise environment.

・Proven experience in managing regional teams and collaborating across time zones and cultures.  

PREFERRED QUALIFICATIONS

・Experience in enterprise-scale environments, preferably media, entertainment, or theme park operations.

・Exposure to cloud-based collaboration tools (e.g., Microsoft 365, Zoom).

・Project coordination or project management experience (PMP or similar certification a plus).

・Passion for emerging technologies and improving the employee technology experience.  

WORK LOCATION

Osaka  

LANGUAGE

Proficient in Japanese and English