Incident Commander I (Night Shift)

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 Overview

The 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 coordinating major incident response, maintaining  stakeholder communication during service-impacting events, and facilitating resolution in compliance with service level agreement (SLA).

Work schedules for the Incident Commander I:

Night Shift

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

Schedules subject to change in response to business needs.

On-call Schedule

Participate in a rotating weekend on-call schedule with other Incident Commanders.

Flexibility to participate in regularly scheduled on-call rotation with short response times

Schedules subject to change in response to business needs.

Location

Work is primarily performed onsite at the Allen, TX, office location. 

Remote work will be required in a quiet environment. 

Primary Responsibilities

• Assemble conference bridges for technical triage and outage recovery

• Prepare written and verbal incident communications for distribution to internal stakeholders, external customers, State and Federal commissions

• Participate in Root Cause Analysis (RCA) discussions

• 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

Qualifications

• 1+ years of Incident Management experience in an ITIL ITSM organization

• Exceptional written and verbal communication skills

Preferred Skills

• Strong critical thinking skills; ability to quickly assess complex situations and define a course of action

• Prior leadership experience, or a demonstrated ability to influence and direct others

• Strong capacity for rational and independent decision-making

• Working knowledge of technical jargon related to computer systems, network components, and/or telecommunications networks

• ITIL Foundation (v3 / v4) certification

#LI-DB1

Basic Requirements

• Associates degree or higher in a related discipline

• 2+ years of Incident management or Incident Commander experience

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 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