Vacancy expired!
At DISH Wireless, we reimagine connectivity through new platforms, new business models and new ways of thinking.
Today, we are building America's first cloud-native 5G network to transform the way we live, work and play with unlimited potential. Our teams operate at the intersection of wireless, data analytics, AI and the cloud to create something state-of-the-art, radically original and truly unlike what anyone else can.What you will be doingReporting to the Executive Vice President of Wireless Operations, the Head of NOC will be responsible for the end-to-end performance of DISH's 5G network. Our vision is to build an automated, intelligent and constantly improving 5G network based on the DevOps model. This position will oversee all aspects of the network, from the data centers and cell sites in the field to the Network Operations center that provide 24/7, 365 problem resolution. This leader will also be accountable for managing service delivery across DISH's core client portfolio while promoting the continuous improvement of productivity, service quality, customer satisfaction and scaled, profitable delivery. In this role, you will:- Focus on the day-to-day success of the NOC;
- Set SLAs and develop a scorecard for the various divisions within the NOC;
- Develop, implement and manage customer-focused KPIs;
- Manage daily operations and drive strong adherence to KPIs and SLAs;
- Transform and grow business capabilities;
- Scale Network Operations Center delivery skills across core-delivered services (managed, monitor, help desk, enhanced maintenance, security and others as identified);
- Collaborate with select partners to deliver third-party or hybrid services (core-delivered services on third-party capabilities);
- Build and support a team capable of hybrid delivery (onshore/offshore/near-shore), and expand remote and select on-site resource capabilities;
- Coordinate with professional services teams, presales and architects to develop and deliver customer-driven solutions.
- Practical experience managing technical contact center environments and setting associated KPIs, quality standards and customer satisfaction measures;.
- Strong background with ITIL and driving certifications (SOC2, ISO, etc.).
- Ability to coach, develop and mentor supervisory staff and employees;
- Experience building off-shore/near-shore capabilities;
- Organized, detail-oriented personality with the ability to multitask in an entrepreneurial, fast-paced environment.
Vacancy expired!