Sr Manager of Technical Support and NOC Operations for NG911
If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.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 OverviewThe 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 Sr Manager of Technical Support and NOC Operations for NG911 will lead 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
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 Requirements25-50%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
Our U.S. Benefits include:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits effective Day 1
- 401K with Company Match and Day 1 vesting
- 9 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 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.