Analyst, Incident Management

As America’s Un-carrier, T-Mobile US, Inc. (NYSE: 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, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 58 million wireless subscribers and provides products and services through 70,000 points of distribution.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.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


Minimum Required

  • Associate’s Degree. Business, MIS, or equivalent
  • ITIL v3 Foundations Certification preferred

Primary 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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