Fault and Incident Management Engineer II, RAN

Department Summary

DISH is transforming the future of connectivity. We’re doing it by building the country’s first virtualized, standalone 5G wireless network from scratch. The foundation of a connected world, it’s a network free of the limitations of the past, and flexible enough to satisfy all the social, economic and transformative needs of the changing world.

Job Duties and Responsibilities

***This role works a shift from 9pm - 7am MST, Wednesday - Saturday.  

Working in a 24/7 Service Support Center, the successful candidate will provide 5G Tier II-Level Incident Management support with virtualized ORAN systems deployed nation-wide. This position will quickly analyze service and system issues, determine corrective actions and implement steps to restore services, and will escalate complex issues to additional resources. 

This position will provide ticket information on the corrective actions implemented. Corrective actions can range from hardware resets to Network Function stop/restarts. This position will also contribute to on-going process improvement reviews, identifying areas for automation and overall efficiency improvements increasing service up-time and overall customer experience.

In this role, you will be:

• Incident management support covering all Sev 1-4 Incidents from Initiating bridge call start till Incident restoration.
• Ticket management analysis and follow-up till closure
• Overseeing the incident management process and team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and impact on the business.
• Support solution processes to meet key criteria for CI/CD, system orchestration and automation.
• Collaborating with the incident management team to ensure that all protocols are diligently followed.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Adjusting the incident management process as required to ensure its effectiveness.
• Communicating with upper management if major issues are found in the IT system.
• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
• Aligning and coordinating activities between customer, vendor and TM team
• Engage and escalate issues with ORAN Tier II & III team when critical/time sensitive support and resolution is needed.
• Work with technical teams to document troubleshooting steps and methods to improve processes. 
• Other duties as assigned

#LI-HMM

Skills, Experience and Requirements

As a NOC Incident Management Engineer II, you will have:

• A Bachelor’s degree (Electronics, CS, IT) with applicable certifications and 4+ years of experience in network operations.

• 2+ years of experience working within the Wireless industry on either the carrier or vendor side of the house

• Good Knowledge on RAN, LTE, 5G & should have worked on mobile network NOC

• Strong knowledge of IT service management software including ITIL

• Excellent managerial skills and ability to collaborate with team members.

• Ability to analyze a high volume of technical data and work in a fast-paced environment.

• Strong problem solving, analytical, and time management skills.

Salary Range

Compensation: $75,600.00/Year
Compensation and Benefits

We also offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits.   

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.