WEBVTT

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>> My name is Janed Butt [phonetic].

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And I'm the Director for Site
Operations for Comcast.com.

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I'm an IT professional working for
Comcast.com in their Operations Department,

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supporting Comcast.com self-service portal

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and other related applications
in a metrics environment.

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So again, my responsibilities
include incident management.

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Operation management and
stability of the website.

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So stability of the website, availability and
resilience are all under my responsibility.

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And I'm also responsible for
capacity management for the site.

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Obviously our goal is to make sure

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that the website is available
24/7, almost 99.99% of the time.

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And to provide customers with
the services that they need.

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So for example if you are a customer and
you want to buy new services in your area,

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you should be able to log in -- to
come to the website and place an order.

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If you are an existing customer you should have
a seamless experience connecting to your portal

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where you can make payments
or look at different --

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many different options; get different services.

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So anything that goes wrong could be anywhere
from an infrastructure layer problem.

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Or it could be an application layer problem.

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It could be a networking issue.

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It could be a load balancing problem.

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So be able to understand what
the impact of that problem is,

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and be able to help mitigate
the problem, immediately.

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That's -- these are the different
kinds of incidents that can happen.

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So a busy day would be meetings
all over of course.

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But other than meetings, you know,
meeting with different vendors.

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Trying to explore new technologies that
can be leveraged to enhance user experience

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and reduce friction for customers
to utilize our services

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or pay their bills or make transactions.

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But also how to define new opportunities
of improvement in different areas

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and exploring those opportunities
on a day-to-day basis.

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[ Silence ]