Company SummaryDISH, an EchoStar Company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products, and now we are building America’s First Smart Network™.Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile.Department SummaryOur Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our people play vital roles in connecting consumers with the products and platforms of tomorrow.Job Duties and ResponsibilitiesWe are seeking a Problem Management and Resolution (PMR) Analyst to join our corporate IT Operations team. This is an ITSM organization position within Dish IT. The ITSM is an organization consisting of eight different strategic teams, all focused on optimizing IT efficiency and issue prevention. This is an exciting position in a dynamic, fast-moving environment that requires candidates' ability to hit the ground running.This PMR Analyst interacts directly with other teams in Operations, Application Development, Engineering, and other functions. The PMR Analyst leads and participates in blameless post-mortems, detailed problem analysis, and customer-facing root cause analysis.Key Responsibilities:
Liaise with internal and external technology partners to help close technological gaps and resolve issues
Investigate and analyze high-severity incidents (Sev1 and Sev2) and chronic low-severity incidents, to:
Determine root-cause analyses and actual Business impact
Review back-to-service resolution actions
Recommend permanent solutions and/or corrective actions
Identify Six Sigma opportunities, preferred but not required
Help identify and drive implementation of innovative strategies and permanent fixes to problem tickets
Ability to analyze data and recommend data fixes as needed
Perform other duties as required; this list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position
Skills, Experience and RequirementsEducation and Experience:
Bachelor's Degree with a focus in Information Technology, Technical Writing, Mathematics, or other relevant field preferred or 0-3 years of equivalent experience
Skills and Qualifications:
Excellent written communication skills, including experience in technical writing or creating similar complex material with an eagerness to learn and collaborate with others, both internally and externally
Strong oral communication skills, including meeting facilitation and communicating across functions and levels, both internally and externally
Exceptionally detail-oriented and has a love for problem-solving
Be eager to help your teammates, share your knowledge, and learn from them
Ability to handle aggressive deadlines and quickly pivot between projects
Provide routine, regular updates on the progress of any PMR projects
Escalate any major roadblocks, non-compliance, or resourcing issues
Excellent facilitation skills; Strong desire to communicate in all settings to all Enterprise levels
Apply objective, analytical, and orderly thinking to the analysis of complex problems
Proficiency using Google Suite, particularly Google Docs and Google Slides
Embrace the Adventure; Willing to take risks, try innovative approaches, be adaptable to change, and learn from failures
Demonstrate Curiosity; Strong desire to learn and add value to all aspects of the DISH Business
Preferred, but not required:
Working experience with large on-prem data centers and AWS infrastructure is a plus
Proficiency using ServiceNow and Rally
Proficiency using DynaTrace, Logiz.io, etc
ITIL v4 certification
Six Sigma certification
Salary RangesCompensation: $63,150.00/Year - $90,000.00/YearBenefitsWe 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.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 - Veteran/Disability. 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. We are a true merit-based organization and work hard so there are no artificial barriers to one's potential success. DISH is committed to a workforce where everyone's opportunities are limitless.Consistent with this commitment, DISH will endeavor to 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 the employee or others, or is otherwise not required by law.