Analyst, Incident Management

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.comThe 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.Experience and Skillset

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 preferredPrimary Duties and Responsibilities

Work across one or more shifts in a 24×7×365 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

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.


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