Incident Manager
US-TX-Plano
Attract-careers1
Req #: 93193
Type: Fulltime-Regular
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Overview: N/A Responsibilities: Incident Manager sought by DISH Wireless LLC in Plano, TX. Support DISH Wireless' 24/7 Network Operations Center. Lead a group of 5G Network Surveillance, Fault Isolation, and 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, determine root-causes for failure, and develop corrective actions. 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 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 when critical/time sensitive support and resolution. 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, 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 as Consultant/Service Info Developer. Also requires 5 years of experience with/using the following (which may have been gained concurrently): * Managing 4G or 5G NOC shift environments; * Core, RAN, Network, Transport, PaaS and gNB configurations; * KPI Metrics and SLA; * Resolving customers complaints; and * Troubleshooting MOPs and templates. Also requires 1 year of experience using Service Now, Infoblox, MTA, MCmS, Confluence, JIRA, and Grafana
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