Incident Manager

EchoStar Corporation; Littleton (CO); On-site; USD 131,000; Full time

Job summary

EchoStar Corporation is seeking an Incident Manager in Littleton, Colorado. This role involves supporting a 24/7 Network Operations Center, managing the incident lifecycle, and collaborating with various teams to resolve service issues effectively. Candidates should possess a Bachelor's degree and extensive experience in telecom, along with skills in KPI metrics and SLA management.

Qualifications

• 7 years of telecom/wireless experience with 5 years progressive.
• Ability to manage end-to-end incident lifecycle.
• Experience in customer complaint resolution.

Responsibilities

• Lead Network Operations Center and 5G troubleshooting.
• Conduct incident management and analysis.
• Drive resolutions for customer complaints within SLAs.

Skills

KPI Metrics

Resolving customers complaints

MOPs

Education

Bachelor’s degree in Electronics Engineering, Communication, or related field

Tools

JIRA

Confluence

Job description

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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.

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

N/A

Job Duties And Responsibilities

Incident Manager sought by DISH Wireless in Littleton, Colorado.

Support company’s 24/7 Network Operations Center and lead a group of 5G Network Surveillance & Fault Isolation & 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 and will determine root-causes for failure and develop corrective actions. Contribute to on-going process improvement reviews using Key Performance Indicator (KPI) metrics. 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. 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.

Skills, Experience And Requirements

Requires Bachelor’s degree (or foreign equivalent) in Electronics Engineering, Electronics and Communication, Technology Management, Computer Science, Engineering 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 Project manager/Team Lead/ Technical Project Manager. Also requires 2 years of experience with/using the following (which may have been gained concurrently):

• KPI Metrics and SLA;
• Resolving customers complaints;
• MOPs; and
• JIRA and Confluence.
  
  

Salary Ranges

Compensation: $130,811.00/Year

Benefits

Employment is contingent on successful completion of a pre-employment criminal background check, which may include a drug test.

Rate of Pay: $130,811.00

Benefits information available at careers.dish.com.

Apply at careers.dish.com. Ref: 2025-93153 if applying externally through careers.dish.com; Ref: 2025-93154 if applying internally. May also apply by emailing resume with (Ref: 2025-93153) to [e-mail]. The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Telecommunications

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