Service Reliability and Problem Specialist

1 day ago

Englewood CO United States Dish Full time
Company Summary

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 Mobile and Gen Mobile.

Department Summary

Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our people play vital roles in connecting consumers with the products and platforms of tomorrow.

Job Duties and Responsibilities

We are seeking a dynamic Problem Management and Resolution (PMR) Analyst to join our corporate IT Operations team within DISH IT's IT Service Management (ITSM) organization. This role requires a proactive approach to managing and resolving IT problems, with a strong focus on high-severity incidents and process optimization. In this fast-paced environment, you'll work with various Operations, Application Development, and Engineering teams to drive problem resolution and improve IT efficiency.

Key Responsibilities:
  • Constant Service Improvement: Proactively address problems to maintain high service quality, integrating with other ITSM operations to prevent foreseeable issues and reduce recurrence of incidents.
  • Avoiding Expensive Mishaps: Minimize incidents and reduce costs by addressing potential issues before they impact services, products, or the company's reputation.
  • Increased Productivity: Reduce wasted time and resources by preventing avoidable problems, allowing for greater organizational focus on strategic priorities.
  • Reduced Time to Resolution: Apply best practices in problem analysis to swiftly and accurately address service disruptions, reducing downtime by identifying the fastest path to root causes.
  • Identifying and Learning from Root Causes: Foster a culture of continuous learning by identifying underlying issues and applying lessons learned to future situations.
  • Increased Customer and Employee Satisfaction: Enhance satisfaction by reducing the frequency and severity of incidents, providing a more stable environment for both customers and employees.
  • Accelerate Service Restoration: Improve service restoration time by leveraging visibility into known issues and established workarounds.
  • Reduced Service Interruptions: Preemptively identify and address obstacles before they escalate, using dashboards and monitoring tools to track service performance.
  • Optimized Core Cause Resolution: Develop systematic problem analysis through integrated workflows, centralizing issues and associated changes to deliver effective, long-term solutions.
    Skills, Experience and Requirements

    Skills and Qualifications:
    • Communication: Strong written and verbal communication skills, including technical writing and facilitation across diverse teams.
    • Problem-Solving & Detail Orientation: Exceptionally detail-oriented with a strong aptitude for analyzing and resolving complex problems.
    • Adaptability & Collaboration: Eager to help teammates, work collaboratively, and embrace new challenges and innovations within a fast-paced setting.
    • Analytical Thinking: Ability to apply structured, logical thinking to problem-solving and data analysis.
    • Technical Proficiency: Experienced in using Google Suite, ServiceNow, and Rally; familiarity with DynaTrace, Logz.io, and AWS infrastructure is a plus.
    • Risk-Taking & Learning Mindset: Willing to take calculated risks, embrace change, and continuously learn to add value to DISH's objectives.
      Preferred Qualifications:
      • Certifications: ITIL v4 and Six Sigma certifications are highly desirable.
      • Experience with Infrastructure: Experience managing issues in large on-prem data centers and AWS environments.
        Education and Experience:
        • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
        • 3+ years of experience in problem management, incident management, or a related ITSM role within a corporate IT environment.
          Salary Ranges

          Compensation: $63,150.00/Year - $90,000.00/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.

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