Incident Manager

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 Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile.

Department Summary

Our Wireless Technology organization is at the forefront of transforming connectivity for the future. We're pioneering the development of the nation's first virtualized, standalone 5G wireless network from the ground up. This network represents the cornerstone of a truly connected world, unbound by the constraints of the past and adaptable to meet the diverse and evolving needs of our rapidly changing society, economy and technology landscape.

Job Duties and Responsibilities

DISH Wireless seeks an Incident Manager for our 24/7 Network Operations Center, focused on supporting the DISH Wireless network. This role leads a team overseeing 5G Network Surveillance, Fault Isolation, and Management, ensuring rapid analysis and corrective actions to restore services. Responsibilities include escalating complex issues, determining root causes, and contributing to process improvement efforts using KPI metrics to optimize efficiency and enhance customer experience.

In this role, you will:

• Lead end-to-end Incident Lifecycle Management (Sev 1-4) and oversee resolution processes.

• Drive Ticket management analysis and ensure timely closure.

• Prioritize incidents based on business impact and urgency criteria.

• Collaborate with Advance Ops, Engineering, and vendor teams for critical issue resolution.

• Ensure adherence to assurance KPIs & SLAs during outages and emergencies.

• Foster collaboration across Dish teams: RF, Deployment, Tech Dev, Core, Cloud Infra, Network Engineering & Market teams.

• Track top issues for continuous improvement and focus efforts accordingly.

• Resolve customer complaints (CXO) within SLAs to maintain effective operational performance.

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Skills, Experience and Requirements

As a successful Incident Manager, you will have:

• Bachelor's or Master's degree, or equivalent qualification

• 5+ years of experience in telecom/wireless industry

• Proficient in managing 4G/5G NOC shift environments and troubleshooting activities

• Skilled in organizing and prioritizing dynamic schedules, balancing team workloads, and ensuring efficient incident resolution

• Knowledgeable about 5G functional components and configurations

• Motivated to troubleshoot higher-level technology issues and resolve them effectively

• Capable of working under pressure and building strong relationships internally and externally

• Reliable, open, and capable of working with minimal supervision

Salary Ranges

Compensation: $83,160.00/Year - $114,800.00/Year

Benefits

We also 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.

This will be posted for a minimum of 3 days or until the position is filled.