Engineering

Analyst, Incident Management

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Analyst, Incident Management

The role will serve the Technology organization as a major incident manager. A major incident is a significant event involving an IT/network asset, which demands a response beyond the routine, resulting from uncontrolled developments in the course of normal operation or work activity. The incident manager will manage outages, driving and coordinating resolution, including calls, escalation (both technical and hierarchic), as well as coordinating all incident support activities. The successful candidate must have the ability to perform well under pressure, managing numerous competing priorities. They will be extremely customer focused while managing incidents with assertiveness. Very strong written and oral communication skills and experience working within business critical environments are essential.

STUFF WE'LL
TRUST YOU WITH
YOUR RESPONSIBILITIES
Primary Duties and Responsibilities
  • Work across one or more shifts in a 24x7x365 operational team, whose primary function is to drive all major incidents until resolved
  • Manage outages, driving and coordinating resolution, including calls, escalation (both technical and hierarchic), as well as coordinating all incident support activities
  • Train and share knowledge in area of expertise with more junior staff members (i.e. - business aligned support of Incidents, for our major lines of business [Care, Retail, Partners, etc])
  • Engage team, partners and customers appropriately to ensure full collaboration, multiple viewpoints and full transparency
  • Ensure that Incidents records are fully documented both during and after the Incident, including gathering and recording the full incident timeline of events
  • Conduct post-mortem incident reviews with stakeholders, driving towards root cause identification, potential corrective actions and creation of executive summaries
  • Continuous development and daily management of Service Quality. This includes obtaining measurable improvements in reduced mean time to restore services
  • Support process integration efforts with other IT Service Management processes
  • Proactively identify opportunities for Incident Management process improvements; directly address and eradicate unacceptable levels of service
  • Assist teams in maintaining industry best practice framework, process, and tool knowledge
  • Works with client to analyze and document cross-functional points of pain
  • Grow technical, business, leadership, and interpersonal skills year over year, including increased certifications around ITIL and other internal and industry-recognized Service Management disciplines
  • Interact with other Technology teams to help resolve outages
  • In-depth Incident Management Process reengineering
  • Opportunity to exert tremendous direct influence over Service Quality & Availability
  • Grow breadth and depth of knowledge of T-Mobile businesses, processes, and technologies


Secondary Duties and Responsibilities
  • Generate reports and presentations as needed; leveraging ITSM Tooling, BI reporting and MS Office products
  • Assist in identification of problems and known errors
  • Takes initiative to support manager with maintenance tasks, organizational support, and special projects to improve internal functioning of team
  • Assist in the creation of new training and knowledge transfer materials
  • Articulate and represent incidents with a focus on business impact in community forums such as regular meetings and conference calls
  • Anticipate and champion needed communication to team, SME’s, user community and partners
  • Escalate issues timely, objectively and with sensitivity to team dynamics
  • Demonstrate concise verbal and written communication that is targeted and appropriate to the needs of the audience
  • Develop collaborative working relationships with individual contributors (SME’s and partners) in assigned domain.
  • Grow breadth and depth of knowledge of T-Mobile businesses, processes, and technologies
STUFF YOU TELL
PEOPLE AT PARTIES
YOUR QUALIFICATIONS
Minimum Required
  • Total experience with increasing responsibility – 3 years experience with Incident Management and/or Problem Management processes
  • Knowledge of software development and delivery principles and methodologies
  • Oral communications: Proven ability to express ideas verbally, including good presentation skills
  • Written communications: Proven ability to produce a variety of business documents that display a command of language, clarity of thought and orderliness of presentation
  • Intermediate to advanced skills working with Excel, Word, Visio and PowerPoint
  • Intermediate to advanced skills working with ITSM Toolsets
  • Intermediate to advanced skills working with BI reporting tools

Education
Minimum Required

  • Associate’s Degree. Business, MIS, or equivalent
  • ITIL v3 Foundations Certification preferred
JOB POSTED FOR
71 DAYS
CANDIDATES THAT HAVE APPLIED 212
Job Details

65637BRReq ID

EngineeringDepartment

NoTravel Required

1Position(s) remaining

WE EVEN DO BENEFITS DIFFERENTLY.

Health Benefits

Health Benefits

Medical, dental, and vision are just the start. We also offer health pro consultants, flexible spending accounts, and more.

Paid R&R

PAID R & R

Kick back with paid time off. We want you to have flexibility, convenience, and control over how you recharge.

It's all about you

IT'S ALL ABOUT YOU

We've ditched old-school performance reviews for a tailored approach to career health that includes training for better career and leadership skills.

Sweet Company Discounts

SWEET COMPANY DISCOUNTS

Naturally, we offer steep discounts on our consumer rate plans and all the fantastic accessories we carry.

Help with the Fam

HELP WITH THE FAM

Kids rock. But child care, adoption, and surrogacy aren’t cheap. We offer programs that help reduce those burdens.

Investment Options

INVESTMENT OPTIONS

Options include a 401(k) plan, an annual Employee Stock Grant, and a purchase plan that gives you the chance to grab T-Mobile stock at a discount.

WHAT TO EXPECT WHEN APPLYING FOR A JOB
Job Location 7668 Warren Pkwy Frisco, TX 75034
CHECK YOUR COMMUTE
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ARE YOU A GOOD FIT FOR OUR TEAM?

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What's it like to work at T-Mobile?
Find out

"Great culture"

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Current Senior Technician in Rowlett, TX

Pros

Laid back, easy going, very relaxed and opportunities for advancement and career enhancement if the individual applies him/herself. They INSIST on a healthy work-life balance. And the CEO is entertaining and has done amazing things for the company.

Cons

They really like to promote from within, which is great, if you're "in", but it can be incredibly difficult to get in. Pay can be a little on the low end of the scale, but benefits are great.

Advice to Management

Make sure that everyone on the teams are pulling their share of the weight; policies come out because of the intermittent 'bad apple'

"Fun, Exciting, Big Company"

5 stars 5 stars 5 stars 5 stars 5 stars

Current Business Analyst in Bellevue, WA

Pros

There are many good reasons to work for T-Mobile. Discounted phone bill, discount towards accessories, and good benefits package to name a few. The company is growing and will soon be in the hunt for the top spot in the telecommunication world.

Cons

Just like other large corporate environments, its not what you know its who you know in order to advance your career further. Pay is fair could be better.

Advice to Management

Stop managing and be leaders! Listen to your employees, be proactive in identifying issues rather than ignoring them.

ONE OF THE MOST ETHICAL COMPANIES IN THE WORLD

As America’s Un-carrier, T-Mobile US, Inc. (NASDAQ: “TMUS”) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company’s advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. For more information, please visit http://www.t-mobile.com.

EOE Statement

We Take Equal Opportunity Seriously - By Choice

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.