Network Surveillance Engineer I, Transport - Cheyenne, WY

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.
 

DISH, an EchoStar Company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming smart home installation services, mobile plans and products, and now we are building America's First Smart Network.

 

Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile.

Department Summary
 

DISH Wireless 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 is seeking a Network Surveillance Engineer, Transport, and Wireless NOC who will be supporting DISH Wireless' 24/7 Network Operations Center. The Network Surveillance (NS) Engineer will monitor the Transport Network, creating & providing initial troubleshooting of CSR incident tickets. The NS Engineer will work with a sense of urgency to solve issues efficiently and effectively to restore service to our customers, escalating issues to Tier II when necessary. A successful NS Engineer will be supporting the end-to-end monitoring and troubleshooting of the entire platform.  The NS team will quickly analyze service and system issues, determine corrective actions, and implement to restore services. This position will be required to escalate complex issues to our Fault Isolation & Management team and will determine root causes for failure and develop corrective actions.

 

Key Responsibilities:

• Own responsibility for end-to-end monitoring of the Transport EMS's & observability tools
• Own responsibility for Incident identification, ticket logging & impact assessment in the Service Now ticketing tool
• Own responsibility for Market chat groups, initial troubleshooting & necessary support
• Support site monitoring/health checks following maintenance activities (CRs)
• 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 FIM, 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 driving resolutions for Fiber providers (ATT, Zayo, etc.) 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 for ensuring 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