Incident Manager

About the role

Support EchoStar’s 24/7 Network Operations Center in Littleton, Colorado. Lead a group of 5G Network Surveillance, Fault Isolation, and Management teams to provide end-to-end monitoring and troubleshooting of the entire 5G platform.

Responsibilities

• Escalate complex issues and determine root-causes for failure; develop corrective actions.
• Contribute to ongoing process improvement reviews using Key Performance Indicator (KPI) metrics to eliminate errors, maximize hardware/software efficiencies, and increase service up-time.
• Oversee end-to-end Incident Lifecycle Management, including the incident management process and team members involved in resolving incidents.
• Drive Ticket management analysis and follow-up until closure.
• Prioritize/deprioritize incidents according to their urgency and impact on the business.
• Collaborate and escalate issues with Advanced Ops, Engineering, and Vendor teams when critical/time-sensitive support and resolution is needed.
• Manage outages and emergencies, including agreed assurance KPIs and SLAs.
• Track top issues and areas for continuous improvement.
• Drive resolutions for customer complaints (CXO) within service level agreements (SLAs) and ensure effective operational performance and management.
• Ensure Trouble Tickets are updated with all technical details, troubleshooting MOPs, and templates.
• Manage internal, external, and customer incident escalations and follow-ups, as well as process adherence.

Requirements

Bachelor’s degree (or foreign equivalent) in Computer Science, Computer Engineering, Information Technology, or a closely related field, plus 4 years of telecom/wireless experience in the job offered or a similar role.

4 years of work experience with the following (may have been gained concurrently):

• Managing 4G or 5G NOC shift environments and troubleshooting activities.
• Network, Transport, PaaS, and gNB configurations.
• Jira, WCS app suite, SNOW, IBM, and Watson.
• Troubleshooting MOPs and templates.
• KPI Metrics and SLA.
• Resolving customers' complaints.

Pay

$115,000.00 per year.

Benefits

Employment is contingent on successful completion of a pre-employment criminal background check, which may include a drug test. Benefits information is available at careers.dish.com.