Director for 9-1-1 Technical Support & NOC Operations at Motorola Solutions

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Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.


Department Overview
The Centralized Managed Support Operations (CMSO) organization is responsible for global delivery of Motorola Solutions’ product and applications support, centralized service delivery, and managed service operations.
Job Description

The Director for 9-1-1 Technical Support & NOC Operations leads the emergency call handling and next generation core services technical support and network operations center team. 

This role is responsible for ensuring an exceptional post-implementation customer experience that aligns with business and strategies and delights customers. Moreover, the role is responsible for achieving key performance indicators, mentoring and developing staff, and streamlining processes related to the successful operation of a geographically diverse technical support and network operations function.

The candidate will also play a key role in the transformation of the support experience coincident with the transformation of the product portfolio’s journey to the cloud. 


Specific Knowledge/Skills:

  • Leading a geographically dispersed team providing technical support and network / application monitoring operations for the VESTA 9-1-1, CallWorks CallStation, VESTA NGCS and related products & services

  • Directly managing, coaching, developing and inspiring a team of ~75+ people across multiple sites locations including Temecula, CA, Birmingham, AL and Gatineau, QC. 

  • Implementing the Technical Support Operations framework to ensure end-to-end processes and tools to support service delivery objectives

  • Developing and driving implementation of repeatable, scalable and efficient service delivery models enabling service that is aligned with customer needs, services offer requirements, and product support commitments

  • Experience conducting planning, governance, application selection, implementations, transformation and other enhancement projects

  • Working in operations frameworks that include the following responsibilities: Performance Management, Incident, Problem and Event management, and Customer Experience Relationship Management

  • Partner and collaborate with Software Enterprise Engineering leaders and teams to resolve customer Incidents/Problem Tickets and provide trending data to the Engineering owners

  • Driving an integrated, end-to-end services approach and providing thought leadership on the development and delivery of sold services

  • Experience and knowledge transforming traditional support models to cloud support models, including DevOps

  • Partnering and building credibility across the organization, specifically with Software Sales, Regional Services and Engineering leaders to develop and deploy customer services/solutions

  • Ensure responsiveness - Resolve problems quickly, ensure root causes are addressed and problems do not recur, ensure customers are satisfied with timing and quality of repairs and solutions offered, and systems are appropriately used and exploited

  • Single point of contact for all Technical Incident and Problem related product and Operational issues including Service design and Service transitions

  • Evaluate the financial impact of implementing the support operations model

  • Knowledge and Practicing Experience of ITIL Framework and ability to leverage “best practices”

  • Conduct direct report’s employee performance appraisals, as applicable, according to Health System policies and complete by the due date

  • An understanding of the Agile development methodology

Attributes Required:

  • Bachelor or Master degree in Computer Science, Engineering or Business Management

  • 8+ years experience in one of the following: software, engineering, professional services, or customer support 

  • 7+ years of experience in leading technology operations and/or teams in network operations centers (NOC)

  • 5+ years of management or leadership in the IT support space

  • Extensive customer service leadership experience, preferably within a technical context or technology company

  • Leading and developing a strong, motivated team of support and service professionals, building the necessary knowledge, skills and capabilities to execute the business strategies and maintaining the highest level of customer service

  • Collaboration - Work with peer senior leaders to develop plans for service management. Work with key stakeholders to maximize productivity, interdisciplinary collaboration, and streamlined processes.

  • Mentor - Select, develop, coach, mentor, and assess the performance of staff

  • Excellent communication skills: written, oral, and interpersonal

  • History of increasing levels of accountability and responsibility and proven experience leading, managing, directing and motivating staff

  • This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customer

The salary range for this position is $120,000 - $130,000


Basic Requirements
  • Bachelor Degree

  • 8+ years experience in one of the following: software, engineering, professional services, or customer support 

  • Must be able to obtain background clearance as required by government customer


Travel Requirements
25-50%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes


EEO Statement

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

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • ITILFrameworks
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • Microsoft ProjectManagement
    • SmartsheetManagement
    • SalesforceCRM
    • GoogleEmail
    • MarketoLead Gen
    • Oracle EloquaLead Gen

Location

Located in the West Loop, one block from Ogilvie Train Station and Union Train Station. The office is also close to multiple CTA stops.

What are Motorola Solutions Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Remote Work Program
Our remote work program includes telecommuting at Manager discretion.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Happy Hours
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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