Problem Management and Resolution Specialist - Full-time

DISH Network is an innovative industry leader distinguished by its pioneering spirit.  Ever since our establishment in 1980, we’ve been the ideal workplace for people with adventurous spirit and creativity, who are smart risk takers and aggressive winners - all those for whom the status quo just isn’t enough.   Our Fortune 250 Company continues to define the curve in television entertainment.  We are always improving and extending our products and delivering greater value to people, including our workforce of 25,000 plus.   Come explore the big picture with us!

Intelligence.   Creativity.   Innovation.   These are the things you’ll find at DISH Network, the pioneer in television entertainment.   We offer individualized career paths for dynamic, talented individuals who are ready to be rewarded and recognized.   It’s our way of giving back to exceptional people who have kept us at the forefront of our industry.   

A successful PMR Specialist will have the following:

• Bachelor degree or equivalent work experience; proven success in last position.
• Preferred ITIL and Six Sigma training.
• Excellent communication and interpersonal skills.
• Ability to gather critical information in a short-time frame by asking questions and documenting specific details.
• Ability to manage several tasks at once, meet deadlines, and provide regular status updates.
• Ability to quickly interpret, diagnose, and communicate problems within a highly-dynamic technical environment. 

The Problem Management and Resolution team is responsible for minimizing the effects of Incidents and Problems caused by issues in the infrastructure.  We also act as the main communication source company wide by  defining a Problem Statement, Business or Customer Impact, Root Cause, Back to Service steps, and a Permanent Solution for these types of high severity issues.      

Primary responsibilities fall into the following categories:

• Respond to Severity 1 and 2 Incidents by attending troubleshooting bridge calls comprised of response personnel and fix agents.
• Use internal tools and resources to assist in the troubleshooting effort; document specific troubleshooting actions taken and record in the problem ticket.
• Interview key fix agents to gather specific details about the Incident including: root cause, back-in-service resolutions, planned permanent solutions, and how the Incident impacted the business.
• Work with fix agent groups to stay current with on-going Incident investigations; identify and report proactive opportunities that are revealed during problem investigations.
• Manage multiple problem tickets in queue and provide regular updates to PMR manager; ensure documentation is thorough and complete when transferring to Problem Resolution Expert for solution identification; become a subject matter expert with assigned applications and systems; demonstrate exceptional communication and interpersonal skills.
• Respond with a great sense of urgency to demanding deadlines in a fast-paced environment; identify opportunities for improvement for all incidents and problems; follow internal processes with a high level of detail. 

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