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Incident Manager

1 month ago

Littleton 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 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:
  • Lead end-to-end Incident Lifecycle Management (Sev 1-4) and ticket analysis to closure.
  • Prioritize incidents based on urgency and business impact.
  • Collaborate with Ops, Engineering, and Vendors for critical issue resolution.
  • Manage outages, ensuring KPI/SLA adherence and 99.5%+ National Availability.
  • Work closely with DISH teams (RF, Tech Dev, Core, Cloud, etc.) for incident resolution.
  • Track top issues, drive improvements, and maintain an optimal incident backlog.
    #LI-LM1

    Skills, Experience and Requirements

    Education and Experience:
    • Bachelor/Master's degree or equivalent
    • Minimum of 8+ years' of telecom/wireless experience

      Skills and Qualifications:
      • Experienced in managing 4G/5G NOC shift environments and troubleshooting.
      • Skilled in organizing schedules, balancing workloads, and ensuring quick incident resolution.
      • Knowledgeable in 5G components (Core, RAN, Network, Transport, PaaS, gNB).
      • Strong under pressure, with ability to build effective internal and external relationships.
      • Self-motivated, detail-oriented, and skilled in supervising and developing team members.
      • Adaptable, with strong organizational and multitasking skills in dynamic environments.
        Salary Ranges

        Compensation: $83,160.00/Year - $118,800.00/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.