Incident Manager

Company Summary

Echo Star is reimagining the future of connectivity. Our business spans satellite television service, streaming and on-demand programming, smart home installation services, 5G wireless consumer and commercial services, internet and other enterprise products.

Today, our brands include Echo Star, Hughes, DISH TV, Sling TV, Boost Infinite, Boost Mobile, DISH Wireless, On Tech and Gen Mobile.

Job Duties and Responsibilities

Incident Manager sought by DISH Wireless, LLC in Littleton, Colorado.

Support 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 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. Responsible for end-to-end Incident Lifecycle Management. 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 is needed. Manage outage and emergencies, including the agreed assurance KPI’s & SLAs. 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. Responsible for Trouble Tickets updated with all the technical details and troubleshooting MOP’s & templates. 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 Computer Science, Computer Engineering, Information Technology, or closely related field, plus 4 years of telecom/wireless experience in job offered or similar role. Also requires 4 years of work experience with/using the following (which may have been gained concurrently):

• 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; and
• Resolving customers' complaints.

Salary Ranges

Compensation: $115,000.00/Year
Benefits

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

Rate of Pay:

$115,000.00

Benefits information available at careers.dish.com.

Apply at careers.dish.com. Ref: 2026-99722 if applying externally through careers.dish.com; Ref: 2026-99721 if applying internally. May also apply by emailing resume with (Ref: 2026-99722) to tasharedservices@dish.com. 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.