Washington Metropolitan Transit Authority (WMATA) System Manager

Company Overview

​At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

Dedicated to and responsible for the WMATA, Public Safety Simulcast UHF MHz and P25 Radio Systems.

Job Description

This position at WMATA (Washington Metro Area Transit Authority) is a self maintained customer with a dedicated staff of technicians. The customer (WMATA) is also in the process of implementing a new ASTRO25 system. The Motorola Project Implementation Team relies heavily on the dedicated System Manager to coordinate efforts supporting the SZ Smart-X system and the ASTRO system. This position is a customer location based in Lanham, Maryland. This is not a virtual/remote position.

Travel/Schedule:

• Have flexibility to alternate day shift (8 am to 4 pm) and night shift (4 pm to Midnight) (negotiable)

• Alternate shift schedule for two week rotation.

• Work in coordination with the existing Motorola System Manager.

• Be in the rotation of support (7 X 24) for on call as needed. 

Serves as the primary liaison who will work closely with:

•  The Customer

• Systems Support Center

• Dispatch Operations

• System Engineering

• System Integration

The System Manager/Technical Consultant’s responsibilities include but are not limited to:

• Manage and lead day to day activities in meeting MSI’s contractual commitments documented in the Maintenance Agreement with the customer

• Manage and lead our relationship with the local service partner

• Manage and lead our relationship with the customer

• Ensure that customer satisfaction goals are meet both internally and with the customer

• Procure and coordinate any internally resources that maybe needed

• Insures compliance with response/restoration time commitment

• Remotely diagnose system failure and facilitate call management as applicable

• Manage Emergency Service efforts and escalation procedures

• This person will also be responsible for delivering on MSI’s Maintenance Agreement by coordinating with the local service provider in all maintenance activities.

• In addition, this person will be responsible for looking for and growing MSI’s role in providing additional services for this customer.

Reporting:

• Maintain accurate records and service history statistics

• Review service information and quality reports generated by system service database

• Monitor and report system availability metrics to the customer on a monthly basis

• Communicate user issues as they occur

• Coordinate on-going continuous improvement efforts for system

• Coordinate efforts to develop new metrics for measurements

• Monitor PSB (product service bulletin) /SRN and SER Upgrade Bulletins and communicate to Customer/MSS or FSO

• Prepare briefings for Customers, Service Partner or Motorola Management as required

Coordination:

• Work with Customer and Motorola Sales Account Executives to formulate future communications requirements

• Work with Customer, Service Partner, Motorola System Engineers, and third party contractors to review design recommendations for upgrades, additions, modifications, and/or improvements to radio communications system to insure compatibility

• Work with Motorola Account Executive to identify new sales opportunities

• Customer’s primary point of contact within Motorola Solutions who acts as the communications consultant and manager of contracted services.

Candidate Requirements:

• The System Manager is responsible for ensuring the Terms and Condit