Incident Manager - Littleton Co

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Job Description
Department Summary
 

DISH 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
 

 

DISH Wireless is seeking an Incident Manager for our 24/7 Network Operations Center, focusing on supporting the DISH Wireless network. The successful candidate in this role will be responsible for leading a team overseeing 5G Network Surveillance, Fault Isolation, and Management. This team plays a vital role in the end-to-end monitoring and troubleshooting of the entire 5G platform, ensuring rapid analysis of service and system issues, and implementing corrective actions to restore services.

 

The Incident Manager will also be responsible for escalating complex issues to our Advanced Operations & and engineeringesources and determining the root causes of failures, leading to the development of necessary corrective actions. These corrective actions can range from configuration adjustments to the creation of new operational procedures. Furthermore, this role will actively contribute to ongoing process improvement efforts, utilizing Key Performance Indicator (KPI) metrics to identify and rectify errors, optimize hardware and software efficiencies, and enhance service uptime, ultimately delivering an exceptional 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 drive 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 and vendor teams when critical/time-sensitive support and resolution are needed
• Manage outages and emergencies, including the agreed assurance KPIs & SLA
• Work in close collaboration across multiple functions within Dish: RF, Deployment and 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 MOPs & 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/or Experience:

• Bachelor/Master's degree or equivalent
• Minimum of 8-10 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 workloads 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 on working under pressure related to the scale of business impact and building 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 the ability to work in a fluid atmosphere, handle multiple tasks, and set priorities

Salary Range
Compensation: $75,600.00/Year - $108,000.00/Year
Compensation and Benefits