Incident Commander I - Other US Location, United States - Motorola Solutions

Description

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department OverviewThe Network and Security Operations (NSOC) team delivers technical support for call handling and emergency management solutions deployed within the public safety sector.
Job Description

The Incident Commander is responsible for mobilizing major incident response, maintaining stakeholder communication during the incident lifecycle, and facilitating resolution of service impact in compliance with service level agreement (SLA).

Working hours for the Incident Commander I will include:

Night shift

Monday - Friday, 12:00 am - 8:30 am (Central Time)

Scheduled On-call

Rotating on-call schedule will be supplemental to Night shift working hours.

Primary Responsibilities

• Mobilize the Emergency Response Team (ERT) via PagerDuty
• Prepare written and verbal incident communications for distribution to internal stakeholders, external customers, State and Federal commissions
• Coordinate Post-incident Reviews (PIR's) to drive continual improvement
• Prepare customer-facing Root Cause Analysis (RCA) documents
• Monitor and continually improve incident Mean Time to Respond (MTRD) and Mean Time to Repair (MTTR)
• Collaborate with third-party vendors, partners, and service providers to resolve chronic issues impacting Motorola 911 service delivery
• Attend weekly Change management (CAB) meetings

Preferred Knowledge and Skills

• Exceptional written and verbal communication skills
• ServiceNow for Incident Management, Change Management, and Problem Management
• Working knowledge of TCP/IP network routing/switching
• Working knowledge of telephony networks (e.g., SS7, SIP, ISDN)
• FCC NORS experience preferred
• FEMA ICS training a plus
• Flexibility to participate in regularly scheduled on-call rotation with short response times

#LI-DB1

Basic Requirements

• Bachelor's Degree or higher in a related field of study
• ITIL Foundation (v3 / v4) certification required
• 2+ years of Incident Management experience
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanNo

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 9 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.

We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email