Job Duties and Responsibilities

Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session.

The Project Manager for Wireless IT Prod Operations will be responsible for managing the Incident inflow from CXO Case managers and making sure the Incidents are resolved within the Service level objectives. This role will also be responsible for identifying the trends, learning about the new projects and their impact on Incident trends. This position will require strong project management, technical expertise and the ability to follow up and communicate effectively with the stakeholders. The ideal candidate will possess a strong background in IT service management, with a particular focus on process improvement and tool implementation within a demanding, customer-focused production environment.

Key Responsibilities:

• Monitor the Incident inflow from CXO Case managers and ensure they are resolved within the service levels
• Set up and monitor the Incident intake guidelines and provide feedback to the stakeholders
• Drive knowledge management space to ensure the Incident resolution steps are documented, updated as needed and used by the team
• Learn about new development projects and ensure the documents are updated and the team is trained about the new process
• Drive Problem identification and relationship of Incidents to the right problems and drive fixes with development teams
• Effectively manage Incident risks, issues, and changes, and escalate to management as needed
• Coordinate with development teams, Vendors and other stakeholders if assistance is needed from them
• Serve as a key liaison between the Production Operations team and other IT and business units
• Conduct project post-mortems and create a recommendations report to identify successful and unsuccessful project elements
• Collaborate cross-functionally to enhance customer service processes and stay current on industry trends and technologies

Skills, Experience and Requirements

Education and Experience:

• Bachelor's degree in Information Technology, Business Administration, or a related field preferred
• 5+ years of experience in a Business domain-focused IT Application Support role and, preferably in the wireless industry
• 3+ years of experience in a project management role in IT Operations/ Customer Support

Skills and Qualifications:

• Demonstrable good experience with IT Infrastructure Library (ITIL) processes (e.g., Incident, Problem, Change, Release Management)
• Good experience with IT Service Management (ITSM) tools (e.g., ServiceNow, Jira, Confluence) for process enforcement and project tracking
• Excellent written and verbal communication skills, with the ability to clearly articulate project status, risks, and technical information to both technical and non-technical audiences.
• Experience working within the wireless, mobile, or telecommunications industry.
• Solid written and verbal communication skills and the ability to articulate technical issues in terms of Customer behaviour
• Be available to work onsite out of our Christiansburg, VA office

Visa sponsorship not available for this role

Salary Ranges

Compensation: $83,160.00/Year - $118,800.00/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: EchoStar 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.

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.