Incident Communications Specialist (US Remote)

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 OverviewAt Motorola Solutions, we are dedicated to creating technologies that our customers rely on as their lifeline. Our cutting-edge communication platforms, software solutions, video capabilities, and services empower our customers to work safely and efficiently. Whether it's equipping firefighters with visibility through smoke, enabling police officers to see around corners, or ensuring reliable power for homes and businesses worldwide, our work supports those who courageously protect us. Join us at Motorola Solutions and contribute to a new era in public safety and security.
Job Description

The Incident Communications Specialist at Motorola Solutions is an expert in leading, identifying, facilitating, and crafting communications about various critical incidents including technology, products, and security. The role involves strategic incident communications management, effective communication with stakeholders including executive leadership, and ongoing partnerships across the organization. 

The role also involves participating in daily incident management support across various Motorola Solutions support organizations globally, ensuring service levels are maintained. The Incident Communications Specialist will act as a liaison, translating technical details for communication to customers and internal stakeholders. The role includes on-call responsibilities outside regular business hours and on weekends, focusing on maintaining timely, accurate, and transparent communication with internal and external stakeholders to uphold trust and manage expectations throughout the incident lifecycle.

The ideal candidate is self-motivated and responsible, able to prioritize under heavy workloads and operate under time constraints. Adherence to established procedures and detailed documentation of incidents and policies is essential.

• Lead complex and sensitive critical incident communications plans to conclusion, identifying and resolving challenges to ensure timely dissemination

• Coordinate incident response communications with various internal stakeholders, including Senior Leadership, Product and Engineering owners, field teams, and customers.

• Lead strategic projects to meet incident communications objectives and orchestrate cross-functional strategy discussions for continuous improvements

• Create and maintain process documentation, including standard operating procedures, demonstrating excellent judgment when addressing new challenges

• Interact regularly with senior leaders to facilitate effective incident communications or project delivery

• Generate communications for multiple audience types, both customer-facing and internal

• Lead high-profile company-wide meetings to coordinate a response to emergency response situations such as wildfires, hurricanes, or civil unrest. 

• Assist in connecting various teams for a coordinated response to emergency situations. 

• Provide oversight, mentorship, and guidance to other team members, fostering a supportive and collaborative environment

• Engage resources to resolve major incident communications challenges and minimize customer frustration

• Analyze the effectiveness of communication strategies and make necessary adjustments to improve future incident responses

• Participate in a rotational shift 24 x 7 x 365.

Preferred Qualifications:

• Strong understanding of IT incident management processes and terminology

• Strong organizational skills with the ability to manage multiple tasks and deadlines

• Demonstrated ability to adapt to changing circumstances and manage communication in dynamic environments

• Meticulous attention to detail in documentation and communication.

• Incident management experience within product, SaaS, Azure, AWS, and with SQL, Networking, and Dev Ops teams

• 2+ years of experience in incident management and communications, with a strong background in conveying technical details to customers and internal executives, and active participation in crisis management

• Exceptional written and verbal communication skills

• Proven ability to manage multiple priorities and work effectively under pressure

• Experience using communication and collaboration tools such as customer support portal, Atlassian status page, etc.

• Ability to understand and work within complex, large enterprise business environments

• Demonstrated ability to convey information clearly and concisely to various audiences

• The ability to acquire critical information about an incident even if the product or service is unfamiliar. 

• A high level of autonomy and independent problem-solving, as not all incidents have a guidebook. 

• Bachelor’s Degree in a related field

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Basic Requirements

• 2+ years of experience in incident management
• Bachelor’s Degree in a related field 

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].