Incident Management Specialist II

Company Summary

Echo Star is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products. Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.

Candidates must be willing to participate in at least one in-person interview.

The Incident Management Specialist is the primary guardian of our agent-facing technology stack. When agent tools fail, you are the first line of defense. You will own the end-to-end lifecycle of technical glitches—from the initial "Is this broken?" to the final "It’s fixed." You will bridge the gap between frontline feedback and IT solutions, ensuring that widespread issues are sized, prioritized, and resolved with urgency.

• Proactively monitor reporting channels to identify emerging tool issues; you must be able to "break it to fix it"—replicating reported issues to confirm validity
• Quickly determine the scope of an issue to calculate impact
• Initiate Fix Bridges and inform cross-functional stakeholders toward a real-time resolution
• Manage the end-to-end lifecycle of both active and resolved incidents, ensuring no ticket is left stagnant and the status of every agent tool issue is accurately tracked and closed
• Translate complex issues into clear, concise impact statements for leadership; maintain the definitive source of truth for all tool incidents, ensuring documentation is precise and accessible
• Track long-term remediation items to ensure an issue doesn't reoccur

• Bachelor’s degree in related field preferred
• 1+ years in Incident Management, Technical Support, or a high-volume Operations environment
• Experience with ticketing systems (e.g., Jira, Service Now) with a proven track record of maintaining high-integrity data

• Excellent technical writing and communication
• Strong analytical skills; you are comfortable using data to prove that a "small glitch" is actually a major business risk
• Prior experience in the Telecom or Wireless space is a significant plus
• Technical troubleshooting: you possess a "hacker mindset" and a natural curiosity for figuring out why systems fail
• You are a disciplined self-starter who can juggle multiple incidents without losing track of the details
• You can participate in bridge calls with authority and provide clear and concise information to IT regarding the issue as well and clear and concise information around fixes, workarounds, and issue updates to cross functional operational teams
• Ability to minimize agent frustration and customer wait times by ensuring tool functionality

Visa sponsorship not available for this role

Compensation: $63,150.00/Year - $90,000.00/Year

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: 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. 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…