Program Manager - Incident Management

DISH is a Fortune 250 company with more than $14 billion in annual revenue that continues to redefine the communications industry.  Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves.  We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the third-largest pay-TV provider.  We are doing it again with the launch of the first live, internet-delivered TV Service – SlingTV, that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.

Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.

We have a bold sense of pride, adventure, and desire to win – it’s in our DNA.  And we’re looking for people with boundless energy, intelligence, and an overwhelming need to achieve to join our team as we embark on the next chapter of our story.

Opportunity is here.  We are DISH.

A successful Incident Manger will have the following:

• Bachelor's degree (B. A.) from four-year college or university; or two years related experience and/or training; and two plus years of benefits and/or leave-related experience; or equivalent combination of education and experience
• Ability to effectively present information and respond to questions from managers and clients
• Highly-developed analytical skills; exceptional written communication skills (writing samples required)
• Excellent interpersonal and communication skills
• Detail-orientated and strong customer service skills
• Team player who has the ability to work effectively with all levels of company personnel

The Incident Manager is responsible for driving and managing the efficient resolution of daily IT-related incidents that impact the DISH Network enterprise.This position will include shift work that includes working with the IT Service Desk, Network Operations, Application Administrators, Change Management, Problem Management & Resolution (PMR), and Infrastructure Support.  You will be a part of the Incident Response Team that will handle all application/infrastructure issues that occur during a shift resulting in lost productivity to the Business. 

Primary Responsibilities fall into the following categories:

• Drive troubleshooting bridge calls by facilitating workaround strategy discussions with fix agents; quickly diagnose an incident’s impact on the organization and work with fix agents in determining the best course of action
• Make decisive, but educated decisions, which will ultimately reduce an incident’s Mean Time to Repair (MTTR)
• Work with PMR during the troubleshooting process to identify known errors and similar incidents that have occurred in the past; work closely with Change Management to identify change activity that has potentially impacted the environment
• Be a consistent “voice” in the Change Advisory Board (CAB) meetings; ensure enterprise-wide communications are delivered accurately with appropriate information; prioritize and manage multiple incidents occurring at the same time
• Communicate with Executive Management by delivering status updates with accurate and timely information; ensure incidents are resolved by communicating with the field and validating fixes that have been put into place
• Work closely with the Metrics and Documentation Team in identifying incident trending patterns so that improvement strategies can be developed; contribute to the development of the Known Error Database; make regular recommendations to the PMR team regarding process and procedure improvements