Incident Command Coordinator

Company Overview

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.

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.

Primary Responsibilities

• 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

#LI-DB1

• ​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

Vaccine Requirement

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.

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.