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
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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.