Service Reliability and Problem Specialist

Posted 12 Days Ago
Englewood, CO
63K-90K Annually
Entry level
Aerospace • Cloud • Digital Media • Information Technology • Mobile • News + Entertainment • Retail
From TV to 5G, we’re reimagining the future of connectivity. Ready to join the connectivity revolution?
The Role
The PMR Analyst is responsible for investigating high-severity incidents, conducting root cause analysis, and collaborating with IT teams to improve problem resolution strategies. This role requires strong communication skills and the ability to manage multiple projects in a fast-paced environment.
Summary Generated by Built In

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 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
We are seeking a dynamic Problem Management and Resolution (PMR) Analyst to join our corporate IT Operations team within DISH IT's IT Service Management (ITSM) organization. This role requires a proactive approach to managing and resolving IT problems, with a strong focus on high-severity incidents and process optimization. In this fast-paced environment, you'll work with various Operations, Application Development, and Engineering teams to drive problem resolution and improve IT efficiency.
Key Responsibilities:

  • Constant Service Improvement: Proactively address problems to maintain high service quality, integrating with other ITSM operations to prevent foreseeable issues and reduce recurrence of incidents.
  • Avoiding Expensive Mishaps: Minimize incidents and reduce costs by addressing potential issues before they impact services, products, or the company's reputation.
  • Increased Productivity: Reduce wasted time and resources by preventing avoidable problems, allowing for greater organizational focus on strategic priorities.
  • Reduced Time to Resolution: Apply best practices in problem analysis to swiftly and accurately address service disruptions, reducing downtime by identifying the fastest path to root causes.
  • Identifying and Learning from Root Causes: Foster a culture of continuous learning by identifying underlying issues and applying lessons learned to future situations.
  • Increased Customer and Employee Satisfaction: Enhance satisfaction by reducing the frequency and severity of incidents, providing a more stable environment for both customers and employees.
  • Accelerate Service Restoration: Improve service restoration time by leveraging visibility into known issues and established workarounds.
  • Reduced Service Interruptions: Preemptively identify and address obstacles before they escalate, using dashboards and monitoring tools to track service performance.
  • Optimized Core Cause Resolution: Develop systematic problem analysis through integrated workflows, centralizing issues and associated changes to deliver effective, long-term solutions.


Skills, Experience and Requirements
Skills and Qualifications:

  • Communication: Strong written and verbal communication skills, including technical writing and facilitation across diverse teams.
  • Problem-Solving & Detail Orientation: Exceptionally detail-oriented with a strong aptitude for analyzing and resolving complex problems.
  • Adaptability & Collaboration: Eager to help teammates, work collaboratively, and embrace new challenges and innovations within a fast-paced setting.
  • Analytical Thinking: Ability to apply structured, logical thinking to problem-solving and data analysis.
  • Technical Proficiency: Experienced in using Google Suite, ServiceNow, and Rally; familiarity with DynaTrace, Logz.io, and AWS infrastructure is a plus.
  • Risk-Taking & Learning Mindset: Willing to take calculated risks, embrace change, and continuously learn to add value to DISH's objectives.


Preferred Qualifications:

  • Certifications: ITIL v4 and Six Sigma certifications are highly desirable.
  • Experience with Infrastructure: Experience managing issues in large on-prem data centers and AWS environments.


Education and Experience:

  • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
  • 3+ years of experience in problem management, incident management, or a related ITSM role within a corporate IT environment.


Salary Ranges
Compensation: $63,150.00/Year - $90,000.00/Year
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: 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 position is filled.

Top Skills

Information Technology
Technical Writing

What the Team is Saying

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The Company
Englewood, CO
14,500 Employees
On-site Workplace
Year Founded: 1980

What We Do

For over 40 years, we’ve been challenging the status quo and evolving our company to anticipate opportunities for business growth, industry innovation and greater customer choice.

Recently, DISH and EchoStar successfully completed their merger, joining forces to deliver on our Vision: To Change the Way the World Communicates. Originally established as one company, in 2008, the two companies were spun off as separate entities and forged ahead so each could focus on and expand their unique capabilities. In that time as separate entities, our teams achieved remarkable milestones—launching satellites into space, connecting millions to their favorite entertainment and reimagining wireless communication.

As we merge our teams, we are strategically positioned for success, poised to emerge as a global leader in terrestrial and space connectivity. We are cleared for takeoff. Join us in a Connectivity Revolution.

Why Work With Us

At DISH, we work to create opportunity and cultivate an environment where people thrive. Between our brands, our partners, our teams and our customers, the opportunities are endless. Get started on your next career adventure with DISH!

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EchoStar Teams

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Innovations at DISH
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Sling TV
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Boost Mobile
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Hughes
About our Teams

EchoStar Offices

OnSite Workspace

All team members are in person at one of our DISH locations across the globe. DISH proudly calls Colorado home with several corporate offices in the Denver-Metro area and 4,000+ team members in the Denver-Metro area.

Typical time on-site: None
Englewood, CO

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