Incident Manager

Incident Manager – DISH Wireless, LLC – Littleton, Colorado Support the company’s 24/7 Network Operations Center. Lead a group of 5G Network Surveillance & Fault Isolation & Management teams supporting the end-to-end monitoring and troubleshooting of the entire 5G platform. Escalate complex issues and determine root causes for failures, and develop corrective actions. Contribute to ongoing process improvement reviews using Key Performance Indicator (KPI) metrics to eliminate errors, maximize hardware/software efficiencies, and increase service uptime. Responsible for end-to-end Incident Lifecycle Management. Oversee the incident management process and team members involved in resolving the incident, and drive 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 are needed. Manage outage and emergencies, including the agreed assurance KPI’s & SLAs. Assist in tracking top issues and continuous improvement areas. Drive resolutions for customer complaints (CXO) within SLAs and ensure effective operational performance and management. Responsible for Trouble Tickets updated with all technical details and troubleshooting MOPs & templates. Manage internal, external and customer incident escalations and follow‑ups, ensuring process adherence. Qualifications • Bachelor’s degree (or foreign equivalent) in Computer Science, Computer Engineering, Information Technology, or a closely related field, plus 4 years of telecom/wireless experience in a similar role. • Minimum 4 years of work experience with/using the following: Managing 4G or 5G NOC shift environments and troubleshooting activities Network, Transport, PaaS and gNB configurations Jira, WCS app suite, SNOW, IBM, and Watson Troubleshooting MOPs and templates KPI metrics and SLA Resolving customers’ complaints Compensation Salary: $115,000.00 per year. Benefits Employment is contingent on successful completion of a pre‑employment criminal background check, which may include a drug test. #J-18808-Ljbffr