Operations Manager - NOC

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Job description

Company Summary:
DISH, 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 Mobile and Gen Mobile.

Department Summary:
Our Wireless Technology organization is transforming the future of connectivity. We're doing it by building the country's first virtualized, standalone 5G wireless network from scratch. The foundation of a connected world, it's a network free of the limitations of the past, and flexible enough to satisfy all the social, economic and transformative needs of the changing world.

Job Duties and Responsibilities:
The Operations Manager - NOC will be managing 24/7 DISH Wireless Network Operations Center. The successful candidate will lead, direct and manage a group of 5G Network Surveillance, Incident Management & Fault Isolation & Management teams supporting the end-to-end monitoring and troubleshooting of the entire 5G platform. The team will quickly analyze service and system issues, determine corrective actions and implement to restore services.

This position will escalate complex issues to our Advanced Operations & Engineering resources, and will determine root-causes for failure and develop corrective actions. Corrective actions can range from configuration changes to developing new operational procedures. This position will contribute to on-going process improvement reviews using Key Performance Indicator (KPI) metrics to eliminate errors, maximize hardware/software efficiencies, and increase service up-time leading to an overall excellent customer experience.

Key Responsibilities:

Hire & manage a team of highly skilled NS, IM & FIM Engineers and SMEs

Create and maintain the necessary training programs for capability and skill development

Engage and escalate issues with the Advance Ops, Engineering & vendor teams when critical/time-sensitive support and resolution is needed

Drive automation for MTTR reduction, resource optimization & process improvements

Observe and analyze KPIs and carry out necessary changes for optimum N/W performance

Assure that the operated network meets the agreed assurance KPIs and SLA

Manage outages and emergencies

Handle team expansion, people management, resource planning, recruitment, and appraisals

Ensure the delivery of customer service excellence

Work in close collaboration across multiple functions within Dish: RF, Deployment & Integration teams, Tech Dev, Core, Cloud Infra, Network Engineering & Market teams

Provide cross-training experiences to NOC NS, IM & FIM teams

Track top issues and areas for continuous improvement and focus

Drive resolutions for customer complaints (CXO) within service level agreements (SLAs) and ensure effective operational performance and management

Ensure that Trouble Tickets are updated with all the technical details, troubleshooting MOP's & templates

Responsible for e2e Incident Lifecycle Management

Ensure the Open Incident backlog is at optimum levels

Responsible for maintaining the National Level Availability >99.50%

Document incidents in the ServiceNow ticketing system and manage escalation processes as needed.

Handle internal, external, and customer incident escalations and follow-ups as well as process adherence

External: interface with Market Operations & RF Teams, OEMs, and vendors for issue resolution

Internal: Prime interface with CARE, IWR, and Engineering OPs to drive Incident resolution

Good knowledge of ORAN Architecture, CUSM (Control plane, User plane, Synchronization plane & Management plane), eCPRI / CRPI, PTP, SyncE, Netconf, YANG, etc.

Understanding of RF Radio operations over eCPRI interfaces. Includes CSR, DU, and timing configurations

Understanding of software systems/services running virtualized O-RAN functions.

Understanding and experience with virtualized networks, orchestration, and automation across a large network architecture

Understanding of any tool should be advantage Solarwind, Datadog, mCMS, NetAct, Rakuten, NexSysone, Vitria

Skills, Experience and Requirements:
Education and Experience:

Bachelor/Master's degree or equivalent

Minimum of 10-15 years of telecom/wireless experience

Experience managing 4G/5G NOC shift environments and troubleshooting activities

Skills and Qualifications:

Able to organize and prioritize dynamic schedules, balance team workloads and ensure incidents are managed quickly and efficiently to resolution

Good understanding of 5G functional components (Core, RAN, Network, Transport, PaaS, and gNB configurations)

Ability to grasp higher-level technology issues and troubleshoot to resolution

Ability to work under pressure related to the scale of business impact and build strong working relationships both internally and externally

Ability to span departments to assist in resolving network event outages

Experience analyzing wireless networks, related equipment and/or performance

Fluent in verbal and written English

Reliable, open, and capable of working with minimum supervision

Flexible, analytical thinker

Enthusiastic and keen to learn new technologies and approaches

Proactive and possess the drive to introduce new tools and ideas

A team leader with excellent leadership skills

Adaptable and flexible with a "can do" attitude

Able to build relationships with customers, identifying and focusing on their needs

Self-motivated, achievement-oriented with excellent people management skills and an ability to perform challenging tasks individually with ease

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: .

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.

Salary Range:
USD $(phone number removed) - $(phone number removed) / Year

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