Carrier Incident Commander

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 Centralized Managed and Support Operations (CMSO) Critical Communications organization provides high quality support experiences for mission critical and commercial customers so they can accomplish their mission.
Job Description

The Incident Commander is responsible for the coordination of major incident response, maintaining stakeholder communication during service impacting events for our AT&T Customer and facilitating resolution in compliance with service level agreement (SLA).

Responsibilities

• Assemble conference bridges for technical triage and outage recovery
• Prepare written (System Alert) and trigger MI team (Executive Alert) for distribution to internal stakeholders and external customers.
• Ensuring timely incident communications to external stakeholders per agreed cadence until the incident is resolved.
• Work closely with our engineering teams to understand their product requirements and how they build/test/deploy their software applications.
• Participate in Root Cause Analysis (RCA) discussions, prepare customer facing RCA documentation.
• Participate in Post Incident Review (PIR) and drive improvement actions for TSO.
• Monitor and continually improve incident Mean Time to Respond (MTRD) and Mean Time to Repair (MTTR)
• Collaborate and build strong relationships with our Carrier service providers to resolve chronic issues impacting our Carrier On-Cloud service delivery.
• Participate in Change management (CAB) meetings to drive Product Change Required (RFC) problem tickets until closure.

Work Schedule:

Monday through Friday; 8:00am to 5:00pm (Central Time), candidate must be flexible to hours change in response to business need.

Flexibility to participate in after hour on-call with short response times.

Work will be performed on-site at the Allen, TX office locations.

Preferred Qualifications:

• Bachelor's Degree in Technology
• Strong relationship building & communication skills.
• Support, align efforts to meet customer and business needs.
• Should have experience with ticketing tools like ServiceDesk, Jira or Service Now, .etc
• Ability to influence customers and manage their expectations in challenging situations.
• Network routing, load balancing and Networking protocols, a base knowledge of TCP/IP/ with an understanding of HTTP and DNS.
• Familiarity with Linux and UNIX administration (e.g. CentOS, RedHat) using command line tools such as Bash, VIM, or SSH.

• Web-based applications debugging
• Docker and Azure Basics [Understanding of Virtualized Environments]
• Basic understanding of AWS Cloud Watch
• Ability to communicate with a high level of technical acumen.

Good to have:

• 3+ years of experience in Azure DevOps, Support or Product deployment.
• Knowledge of Databases
• Linux Administration and Shell Scripting
• Basic knowhow on Kubernetes and Docker environment.
• Strong relationship building skills & communication skills.
• Support, align efforts to meet customer and business needs.
• Should have experience with ticketing tools like ServiceDesk, Jira or Service Now, .etc

Basic Requirements

• Bachelor's Degree and 3+ years of experience in Azure DevOps, Support or Product deployment.
• 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
• 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, 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 [email protected].