Incident Manager
US-CO-Littleton
Attract-careers1
Req #: 93153
Type: Fulltime-Regular
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Overview: N/A Responsibilities: Incident Manager sought by DISH Wireless in Littleton, Colorado. Support company's 24/7 Network Operations Center and lead a group of 5G Network Surveillance & Fault Isolation & Management teams supporting the end-to-end monitoring and troubleshooting of the entire 5G platform. Quickly analyze service and system issues, determine corrective actions and implement to restore services. Escalate complex issues to our Advanced Operations & Engineering resources and will determine root-causes for failure and develop corrective actions. Contribute to on-going process improvement reviews using Key Performance Indicator (KPI) metrics. 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 driving 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 & Vendor teams. Manage outage and emergencies, including the agreed assurance KPI's & SLA. 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. Manage internal, external and customer incident escalations and follow-ups as well as process adherence. Qualifications: Requires Bachelor's degree (or foreign equivalent) in Electronics Engineering, Electronics and Communication, Technology Management, Computer Science, Engineering or closely related field plus 7 years of telecom/wireless experience (5 years of which must be post-baccalaureate progressive experience) in job offered or Project manager/Team Lead/ Technical Project Manager. Also requires 2 years of experience with/using the following (which may have been gained concurrently): * KPI Metrics and SLA; * Resolving customers complaints; * MOPs; and * JIRA and Confluence.
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