Broadband Business Operations Center - Incident Management Analyst

T-MOBILE USA, Inc.
$69,000 - $124,500Corporate Bonus Target: 10%
life insurance, vision insurance, flexible benefit account, paid time off, paid holidays, tuition assistance, 401(k)
United States, Kansas, Overland Park
6220 Sprint Parkway (Show on map)
Aug 06, 2025
At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. 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. That's how we're UNSTOPPABLE for our employees! Location: Overland Park, KS \| Department: T-Mobile Fiber Type: Full-Time \| Schedule: 24x7x365 Rotating Shifts Join our dynamic Broadband Operations Center as an Incident Management Analyst, where you'll play a critical role in protecting and restoring T-Mobile's Fiber and High-Speed Internet services during high-impact technical events. This role requires strong leadership under pressure, impeccable communication, and a customer-first mindset. You'll be at the center of action during major incidents-managing response teams, coordinating escalations, and ensuring transparent and timely communication across all levels of the organization. This is a high-visibility role ideal for a technically-savvy professional who thrives in fast-paced, business-critical environments and is passionate about service excellence and continuous improvement. This is a non-hybrid work environment with 5 days in the office. What You'll Do: Incident Leadership & Response Serve as the primary coordinator during major incidents involving network or IT assets, ensuring rapid service restoration. Lead resolution efforts through collaborative conference calls, managing technical and hierarchical escalations, and engaging internal teams and external partners. Maintain full accountability for incident handling from initiation to closure, documenting the timeline and ensuring complete post-incident analysis. Process & Service Excellence Conduct post-mortem reviews, root cause analyses, and executive summary reporting to prevent recurrence. Drive measurable improvements in service restoration times and overall incident handling. Identify areas for operational and process improvement, helping to mature our incident management function using ITIL best practices. Team Collaboration & Knowledge Sharing Work alongside a dedicated 24x7x365 operational team, contributing to shift coverage and knowledge continuity. Mentor and train junior team members, sharing expertise and best practices in incident handling and business-aligned service support. Actively support communication across technical teams, business stakeholders, and partners to ensure transparency and alignment. Data, Tools & Communication Generate insightful reports and real-time updates using ITSM tools, BI platforms, and Microsoft Office. Represent incidents and service health in cross-functional meetings with clarity and focus on business impact. Proactively communicate status, actions, and next steps to all relevant parties, adapting messaging to technical and non-technical audiences. What We're Looking For: Education & Experience Bachelor's Degree in Computer Science, Information Technology, or related field or 5 years of experience 2-4 years of experience in Incident Management and/or Problem Management (Required) Work Schedule: This role operates within a 24x7x365 environment, and flexibility is essential. Current scheduling options include: 4x10 (four 10-hour shifts) or 5x8 (five 8-hour shifts) Shifts start times at 6:00 AM or 10:00 AM Weekend coverage is required Please note that schedules may evolve over time to best support our round-the-clock operational needs. Skills & Competencies Strong verbal and written communication; able to lead calls, write executive summaries, and present findings clearly High attention to detail with the ability to juggle multiple priorities in a high-pressure environment Strong knowledge of Microsoft Office, reporting tools, and ITSM platforms (e.g., ServiceNow) Ability to build cross-functional relationships and influence stakeholders during incidents Certifications (Preferred) ITIL Foundation or higher (Preferred) Why Join Us? This is your opportunity to exert real influence over service availability and customer experience at T-Mobile. You'll build deep knowledge of our technology landscape, grow your leadership and technical skills, and be part of a passionate team that keeps millions of people connected every day. At least 18 years of age Legally authorized to work in the United States Base Pay Range: $69,000 - $124,500 Corporate Bonus Target: 10% The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range. At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here. At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering 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. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out www.t-mobilebenefits.com. Never stop growing! As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable! T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship 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, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated. Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.