Incident Manager

$83,160 - $118,800/Yr

Dish - Littleton, CO

Full-time - Senior

Littleton, CO

Broadcasting and Content Providers

About the position

The Incident Manager for DISH's Wireless Network Operations Center (NOC) plays a crucial role in overseeing the end-to-end incident management process for the 5G platform. This position involves leading a team responsible for monitoring, troubleshooting, and resolving network issues to ensure high availability and optimal performance of DISH's wireless services. The Incident Manager will collaborate with various teams to analyze incidents, implement corrective actions, and drive continuous improvement initiatives to enhance service quality and customer satisfaction.

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.

Requirements

• Bachelor's or Master's degree or equivalent experience.
• Minimum of 8+ years' of telecom/wireless experience.
• 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.

Benefits

• Health savings account
• Employee stock purchase plan
• Flexible spending account
• 401(k) matching