DISH Network Technologies India Pvt. Ltd is a technology subsidiary of EchoStar Corporation. Our organization is at the forefront of technology, serving as a disruptive force and driving innovation and value on behalf of our customers.
Our product portfolio includes Boost Mobile (consumer wireless), Boost Mobile Network (5G connectivity), DISH TV (Direct Broadcast Satellite), Sling TV (Over The Top service provider), OnTech (smart home services), Hughes (global satellite connectivity solutions) and Hughesnet (satellite internet).
Our facilities in India are some of EchoStar’s largest development centers outside the U.S. As a hub for technological convergence, our engineering talent is a catalyst for innovation in multimedia network and communications development.
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 people play vital roles in connecting consumers with the products and platforms of tomorrow.
Job Duties and Responsibilities
Outcomes
As a Senior Incident Manager you will;
- Understand the customer impact from an incident and quickly establish the baseline to commence on remediation actions.
- Minimize the adverse impacts of incidents that are a result of errors within the Video Services space.
- You will contribute to Post Incident Reviews working to both identify and deliver Corrective Actions
- Drive an effective and efficient end to end Incident Management process to ensure timely service restoration and resolution of incidents.
- Coordinate with on-call engineers to restore the service first.
- Manage and influence the performance of all partners end to end so that agreed restoration / resolution service levels are delivered.
- Communicate (regularly during the incident, and after the incident) with senior stakeholders to keep them in the loop on customer impact, remediation steps and final resolution.
- Train and mentor by influencing your peers to ensure compliance with process and to ensure incidents are managed in a timely and professional manner.
- You will form part of a high performing and strongly engaged team. You will contribute to the climate of the team and participate in relevant retros and planning sessions.
- You will be a clear engagement channel for stakeholders and partners and be a trusted operations advisor.
In addition to Incident Management Duties you will;
- Utilise avaialble tools (Google AI, Tableu, Jira etc...) to identify key areas for improvement form Incident Data
- Develop AI driven autamation opportunities to decrease Mean Time To Resolve (MTTR), drive efficiency across the wider Incident Mnaagement team and improve reporting from the group as a whole
- Pro-actively identify areas of risk that may result in customer or business outages and engage key stakeholders as required to influence and direct timely and efficient resolutions before impact occurs
Skills, Experience and Requirements
Preferred:
ITIL v3. or higher certification
Agile foundations certification
Masters degree or higher in STEM, CS or related fields
5+ years expereince in incdient management
Python and/or Bash experience
Mandatory
5+ years in SRE, Incident Managent or other operational IT/Engineering role
3+ years broadcast industry experience
Bachelors degree or higher in STEM, CS or related fields
This role requires on call approx 1 week every 6 weeks and will requires work outside of 9-5pm hours and weekends - to be discussed
Benefits
- Employee Stock Purchase
- Term Insurance
- Accident Insurance
- Health Insurance
- Training Reimbursement
- Gratuity
- Mobile and Internet Reimbursement
- Team Outings
