Incident Manager

EchoStar Corporation; Plano (TX); On-site; USD 155,000; Full time

Job summary

EchoStar Corporation is seeking an Incident Manager to lead operations within its 24/7 Network Operations Center in Plano, TX. The role involves overseeing incident management in the 5G space, troubleshooting system issues, and ensuring service restoration while managing a skilled team. Candidates must possess substantial telecom experience, specifically in incident lifecycle management. A bachelor's in engineering or related fields is required, alongside proficiency with industry tools.

Qualifications

• 7 years of telecom/wireless experience required.
• 5 years post-baccalaureate experience needed in incident management.
• Experience with managing customer complaints and leading technical teams.

Responsibilities

• Lead teams in the Network Operations Center monitoring 5G.
• Manage end-to-end incident lifecycle and escalations.
• Conduct KPI reviews and improve operational performance.

Skills

Managing 4G or 5G NOC shift environments

Core, RAN, Network, Transport configurations

KPI Metrics and SLA

Resolving customer complaints

Troubleshooting MOPs and templates

Education

Bachelor's degree in Electronics Engineering

Tools

Service Now

Infoblox

MTA

MCmS

Confluence

JIRA

Grafana

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 LLC in Plano, TX.

Support DISH Wireless’ 24/7 Network Operations Center. Lead a group of 5G Network Surveillance, Fault Isolation, and 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, determine root-causes for failure, and develop corrective actions. Contribute to on-going process improvement reviews using Key Performance Indicator (KPI) metrics to eliminate errors, maximize hardware/software efficiencies, and increase service up-time 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 when critical/time sensitive support and resolution. 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, 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 as Consultant/Service Info Developer. Also requires 5 years of experience with/using the following (which may have been gained concurrently):

• Managing 4G or 5G NOC shift environments;
• Core, RAN, Network, Transport, PaaS and gNB configurations;
• KPI Metrics and SLA;
• Resolving customers complaints; and
• Troubleshooting MOPs and templates.
  
  

Also requires 1 year of experience using Service Now, Infoblox, MTA, MCmS, Confluence, JIRA, and Grafana

Salary Ranges

Compensation: $154,710.00/Year

Benefits

Benefits information available at careers.dish.com. Employment is contingent on successful completion of a pre-employment criminal background check, which may include a drug test.

Rate of Pay: $154,710.00

Benefits information available at careers.dish.com.

Apply at careers.dish.com. Ref: 2025-93193 if applying externally through careers.dish.com; Ref: 2025-93194 if applying internally. May also apply by emailing resume with (Ref: 2025-93193) 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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