Senior Analyst, Incident Management

T-Mobile • Frisco, TX

3d

About The Position

This role serves as a Major Incident Manager, leading the end-to-end response of high-impact technology and network incidents affecting T-Mobile customers and services. This includes real-time command of incident bridges, driving resolution across complex distributed systems, and ensuring clear, accurate communication to both technical teams and executive leadership. The role operates in a high-pressure, 24x7 environment, managing incidents that may impact millions of customers across wireless, core, and IT platforms. Success is measured by rapid service restoration (MTTR), effective leadership during critical events, strong executive communication, and driving systemic improvements through post-incident analysis.

Requirements

• Bachelor’s degree in computer science, Information Technology, Business, or related field or equivalent practical experience
• 5+ years of experience in Major Incident Management, Network Operations, or similar high-availability environment
• Proven experience acting as a Major Incident Manager or lead during Sev1/2 critical incidents
• Experience in telecom or large-scale distributed systems environments (wireless, core network, cloud, or enterprise platforms preferred)
• Demonstrated experience managing incidents with executive visibility and high customer impact
• Bachelor’s Degree in Computer Science, Information Technology, Business, or related field or equivalent practical experience
• 5+ years of experience in Major Incident Management, Network Operations, or similar high-availability environment
• Proven experience acting as a Major Incident Manager or lead during Sev1/2 critical incidents
• Experience in telecom or large-scale distributed systems environments (wireless, core network, cloud, or enterprise platforms preferred)
• Demonstrated experience managing incidents with executive visibility and high customer impact

Nice To Haves

• ITIL Foundation or higher (preferred)
• Certifications in Incident Management, Problem Management, or Service Operations (preferred)
• Telecom or network-related certifications (e.g., CCNA, CCNP, or equivalent) (preferred)

Responsibilities

• Lead major incident bridges as Incident Manager, directing cross-functional technical teams through diagnosis, mitigation, and resolution
• Manage Sev1/Sev2 incidents impacting customer-facing services, including wireless network, core systems, and IT platforms
• Assess and communicate customer impact (subscriber scope, geographic impact, service degradation) in real time
• Provide clear, concise executive-level updates, translating technical issues into business impact and recovery status
• Drive rapid decision-making under pressure, including escalation, prioritization, and risk-based actions
• Coordinate across engineering, operations, and vendor teams to remove blockers and accelerate restoration
• Ensure timely and accurate incident documentation, including timelines, actions, and communications
• Lead post-incident reviews, identifying root causes and ensuring corrective actions are tracked to completion
• Drive continuous improvement of MTTR, incident response effectiveness, and maintain and enhance incident management processes, playbooks, and knowledge resources
• Operate in a 24x7x365 environment, including on-call rotation, weekends, and holidays as required
• Handle multiple concurrent incidents while maintaining control, prioritization, and communication quality
• Influence teams without direct authority, holding stakeholders accountable for progress and resolution

Benefits

• Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches.
• medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance.
• eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees