The Incident Manager is responsible for driving and managing the effective 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
• Coordinate firewall meetings

• Bachelor's Degree in an Information Technology related field with 4 years of experience or 5+ years of experience in Incident Management
• General knowledge of IT systems.
• Knowledge of firewalls, networking protocols, and IT Security protocols
• Effective in High pressure situations
• Ability to work in on-call environment
• Preferred experience communicating with C-level executives at major corporation