Job Description

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!

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.

Job 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

Education and Work Experience

• 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

Knowledge, Skills and Abilities

• 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

Licenses and Certifications:

• 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)

Travel
Travel Required (Yes/No): No

DOT Regulated
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $83,600 - $150,800Corporate Bonus Target: 15%

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, https://paylookup.t-mobile.com/paylookup?reqID=REQ347645&paradox=1

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.