Incident Manager

Company: Dish
Location: Littleton
Posted on: March 2, 2025

Job Description:

Company Summary

EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.

Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

Department Summary

Our Wireless Technology organization is transforming the future of connectivity. We're doing it by building the country's first virtualized, standalone 5G wireless network from scratch. The foundation of a connected world, it's a network free of the limitations of the past, and flexible enough to satisfy all the social, economic and transformative needs of the changing world.

Job Duties and Responsibilities

The Incident Manager, Wireless NOC will be supporting DISH Wireless' 24/7 Network Operations Center. A successful Incident Manager will help lead a group of 5G Network Surveillance & Fault Isolation & Management teams supporting the end-to-end monitoring and troubleshooting of the entire 5G platform. The team will quickly analyze service and system issues, determine corrective actions and implement to restore services.

This position will escalate complex issues to our Advanced Operations & Engineering resources, and will determine root-causes for failure and develop corrective actions. Corrective actions can range from configuration changes to developing new operational procedures. This position will contribute to on-going process improvement reviews using Key Performance Indicator (KPI) metrics to eliminate errors, maximize hardware/software efficiencies, and increase service up-time leading to an overall excellent customer experience.

Key Responsibilities:

• Own responsibility for end-to-end Incident Lifecycle Management (Sev 1 -4)
• Oversee the incident management process and team members involved in resolving the incident, as well as driving Ticket management analysis and follow-up until closure
• Assist with prioritizing/deprioritizing incidents according to their urgency and impact on the business
• Collaborate and escalate issues with the Advance Ops, Engineering & Vendor teams when critical/time sensitive support and resolution is needed
• Manage outage and emergencies, including the agreed assurance KPI's & SLA
• Work in close collaboration across multiple functions within Dish: RF, Deployment & Integration teams, Tech Dev, Core, Cloud Infra, Network Engineering & Market teams
• Assist in tracking top issues and areas for continuous improvement and focus
• Drive resolutions for customer complaints (CXO) within service level agreements (SLAs) and ensure effective operational performance and management
• Own responsibility for Trouble Tickets updated with all the technical details, and troubleshooting MOP's & templates
• Responsible to ensure the Open Incident backlog is at optimum levels
• Maintain the National Level Availability > 99.50%
• Manage internal, external and customer incident escalations and follow-ups as well as process adherence
  
  Skills, Experience and Requirements
  
  Education and Experience:
  
  
  • Bachelors degree in Engineering, Computer Science or Information Technology
  • Minimum of 2-4 years of telecom/wireless experience
    
    Skills and Qualifications:
    
    • Experience managing 4G/5G NOC shift environments and troubleshooting activities
    • Able to organize and prioritize dynamic schedules, balance team work loads and ensure incidents are managed quickly and efficiently to resolution
    • Knowledge of 5G functional components (Core, RAN, Network, Transport, PaaS and gNB configurations)
    • Motivated to grasp higher-level technology issues and troubleshoot to resolution
    • Focused to work under pressure related to the scale of business impact and build strong working relationships both internally and externally
    • Reliable, open and capable of working with minimum supervision
    • Flexible, analytical thinker
    • Enthusiastic and keen to learn new technologies and approaches
    • Self-motivated, achievement-oriented with excellent people management skills and an ability to perform challenging tasks individually with ease
    • Focused on being detail-oriented with strong organization skills
    • Demonstrates ability to supervise and develop others
    • Displays ability to work in a fluid atmosphere, handle multiple tasks and set priorities
      Salary Ranges
      
      Compensation: $83,160.00/Year - $136,625.00/Year
      Benefits
      
      We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits .
      
      The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.
      
      Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
      
      The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Keywords: Dish, Littleton , Incident Manager, Executive , Littleton, Colorado