Problem Management Analyst/Developer
US-CO-Englewood
Attract-careers1
Req #: 96210
Type: Fulltime-Regular
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Overview: Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow. Responsibilities: Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session. We are seeking a dynamic Problem Management and Resolution (PMR) Analyst/Developer 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: * Lead continuous service improvement efforts by proactively identifying, analyzing, and resolving recurring issues to enhance overall service quality and prevent incident reoccurrence * Minimize operational and reputational risk by addressing potential service disruptions before they impact customers, products, or the business * Drive increased productivity by eliminating avoidable problems, reducing wasted time and resources, and enabling teams to focus on strategic initiatives * Accelerate service restoration by applying structured root cause analysis, leveraging known error databases, dashboards, and established workarounds to reduce downtime * Develop and implement systematic problem management workflows that centralize issue tracking, associated changes, and long-term corrective actions * Foster a culture of continuous learning and accountability by identifying root causes, documenting lessons learned, and improving customer and employee satisfaction through reduced service interruptions Qualifications: Education and Experience: * Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience * 2+ years of experience in problem management, incident management, or a related ITSM role within a corporate IT environment * ITIL v4 and Six Sigma certifications are highly desirable Skills and Qualifications: * Strong written and verbal communication skills, including technical documentation and the ability to facilitate discussions across cross-functional and technical teams * Exceptional attention to detail with a demonstrated ability to analyze complex issues, identify patterns, and drive structured problem resolution * Highly collaborative and adaptable, with a willingness to support teammates, embrace innovation, and thrive in a fast-paced environment * Advanced analytical and critical-thinking skills, applying logical frameworks and data-driven insights to troubleshoot and resolve service challenges * Technical proficiency with Google Workspace, ServiceNow, and Rally; familiarity with Dynatrace, Logz.io, and AWS infrastructure is preferred * Experience managing infrastructure-related incidents within large on-premises data centers and AWS environments, with a growth mindset and willingness to take calculated risks to drive continuous improvement Visa sponsorship not available for this role
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