Incident Command Coordinator
Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home.
We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.
Department OverviewThe Network and Security Operations (NSOC) team delivers technical support for call handling and emergency management solutions deployed within the public safety sector. We are a 24X7, 365 Day a year operation with multiple shifts to properly support our customers.
The Incident Command Coordinator (ICC) monitors the ServiceNow incident backlog to ensure adherence with a catalog of Service Level Agreements (SLA’s) and Operational Level Agreements (OLA’s). The role serves as Communications Leader during Major/Critical incidents and provides auxiliary support to primary Incident Commanders.
Ability to participate in an ongoing on-call rotation with short response times
Perform daily monitoring of ServiceNow incident backlog to avoid breached SLA/SLO’s
Coordinate Post-incident Reviews (PIR’s)
Prepare customer-facing Root Cause Analysis (RCA) documents
Monitor and continually improve incident Mean Time to Respond (MTRD) and Mean Time to Repair (MTTR)
Collaborate with third-party vendors, partners, and service providers to resolve chronic issues impacting Motorola 911 service delivery
Attend weekly Change management (CAB) meetings
Maintain a comprehensive Change calendar of maintenance windows planned by third-party vendors and service providers
Function as Communications Leader during Major/Critical incidents and provide timely updates to internal and external stakeholders
Provide backup and auxiliary support for primary Incident Commanders during Major/Critical incidents
Preferred Knowledge and Skills
Exceptional written and verbal communication skills
Experience using ServiceNow for Incident Management, Change Management, and Problem Management
Working knowledge of TCP/IP network routing/switching
Working knowledge of telephony networks (e.g., SS7, SIP, ISDN)
Knowledge of 9-1-1 services and/or networking preferred
ESInet and i3 compliant networking knowledge a plus
FCC NORS experience preferred
FEMA ICS training a plus
ITIL Foundation (v3 / v4) certification required
5+ years of Incident Management experience in an ITIL ITSM organization
Bachelor’s Degree in a discipline of Information Technology or equivalent work experience
Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Any employee who is not vaccinated must wear a mask at all times when at a Motorola Solutions site or otherwise meeting with other Motorola Solutions employees or customers. Employees who have submitted proof of vaccination must follow site-specific or local mask requirements. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees.
Travel RequirementsUnder 10%
Referral Payment PlanNo
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!
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.