Job Description
Job Description Company Summary EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products. Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV. Department Summary Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow. Job Duties and Responsibilities Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session. The Project Manager for Wireless IT Prod Operations will be responsible for managing the Incident inflow from CXO Case managers and making sure the Incidents are resolved within the Service level objectives. This role will also be responsible for identifying the trends, learning about the new projects and their impact on Incident trends. This position will require strong project management, technical expertise and the ability to follow up and communicate effectively with the stakeholders. The ideal candidate will possess a strong background in IT service management, with a particular focus on process improvement and tool implementation within a demanding, customer-focused production environment.
Key Responsibilities:
Monitor the Incident inflow from CXO Case managers and ensure they are resolved within the service levels Set up and monitor the Incident intake guidelines and provide feedback to the stakeholders Drive knowledge management space to ensure the Incident resolution steps are documented, updated as needed and used by the team Learn about new development projects and ensure the documents are updated and the team is trained about the new process Drive Problem identification and relationship of Incidents to the right problems and drive fixes with development teams Effectively manage Incident risks, issues, and changes, and escalate to management as needed Coordinate with development teams, Vendors and other stakeholders if assistance is needed from them Serve as a key liaison between the Production Operations team and other IT and business units Conduct project post-mortems and create a recommendations report to identify successful and unsuccessful project elements Collaborate cross-functionally to enhance customer service processes and stay current on industry trends and technologies Skills, Experience and Requirements Education and Experience:
Bachelor's degree in Information Technology, Business Administration, or a related field preferred 5+ years of experience in a Business domain-focused IT Application Support role and, preferably in the wireless industry 3+ years of experience in a project management role in IT Operations/ Customer Support Skills and Qualifications:
Demonstrable good experience with IT Infrastructure Library (ITIL) processes (e.g., Incident, Problem, Change, Release Management) Good experience with IT Service Management (ITSM) tools (e.g., ServiceNow, Jira, Confluence) for process enforcement and project tracking Excellent written and verbal communication skills, with the ability to clearly articulate project status, risks, and technical information to both technical and non-technical audiences. Experience working within the wireless, mobile, or telecommunications industry. Solid written and verbal communication skills and the ability to articulate technical issues in terms of Customer behaviour Be available to work onsite out of our Christiansburg, VA office Visa sponsorship not available for this role Salary Ranges Compensation:
$83,160.00/Year - $118,800.00/Year Benefits We 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: EchoStar 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. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws. 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. We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process. EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact leaves@dish.com if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications. Click the links to access the following statements: EEO Policy Statement , Pay Transparency , EEOC Know Your Rights ( English / Spanish )
