Motorola Solutions

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Sr. Customer Support Manager

at Motorola Solutions

Posted: 4/30/2019
Job Reference #: 233485

Job Description

Sr. Customer Support Manager


Job Description
This position reports to the Director of Technical Support and will be focused on supporting internal and external partners of the MSI Software Enterprise product line. Key responsibilities include:
  • Responsible for the leadership and management of the technical support leads who are responsible for daily work management, escalations, and compressive shift turnover assessments
  • Will provide team leadership for following established processes, procedures, ticketing, and escalation standards to ensure prompt resolution to issues
  • Work closely with internal support groups and external service providers to lead and support efforts to identify, resolve or coordinate the resolution of Software Application issues
  • Drive the Incident Management process during outage/impairment situations
  • Communicate issues and incidents to all levels of the organization as required
  • Responsible for fault management, report generation, analysis and event notification of customer systems. To include the coordination and/or escalations of fault/performance issues to the appropriate operations teams
  • Ensure compliance to identify, coordinate and document preventive, proactive and corrective maintenance requirements
  • Ensure that responsibility for testing and developing new elements monitoring, analysis tools and writing operational documentation is executed
  • Ensure that accountability to develop, document, and publish operational processes and procedures is assigned and performed
  • Ability to deal with concurrent issues, ability to work under a dynamic and high-pressure environment
  • Rotate on call duties other managers and backup other Managers when required. Ensure there is 24x7x365 coverage for NOC shifts during vacations, training, etc.
  • Accountable for monitoring, detecting and handling for all operations related service disruptions (incident and problem management). Ensure timely declaration and escalation of unplanned/planned service disruptions, including the associated data collection, reporting, and tracking of follow-ups
  • Provide teams with proactive updates on potential customer impacting issues (i.e. network issues, site performance, service disruptions, planned maintenance, equipment failures, etc.)
  • Manage, mentor and support employees as well as assist in training, cross-training, and reinforcement of procedures and guidelines.
  • Participate in disaster recovery and business continuity programs

Must Have:
  • Associates degree in Information Technology or related discipline (experience will be considered in lieu of degree)
  • A minimum of 8 years of experiences working in a high traffic environment with 24x7, mission-critical operations environment. A minimum of 4 years of experience in a leadership role.
  • Must have a high degree of technical knowledge to understand the environment and provide clear updates to the teams
  • Knowledge of change management controls and processes
  • Knowledge of capacity planning and asset management
  • Demonstrated experience in disaster recovery program planning, implementation, and continuous improvement
  • Works effectively with cross-functional teams and must be flexible enough to deal with different technical skill levels, skill sets, and highly dynamic work environment and schedules.
  • Strong analytical and problem-solving skills along with excellent written and verbal communication skills.
  • Experience with administering and tuning applications/system monitoring and management tools (i.e., Remedy, Netcool, Nagios, Solarwinds, etc) is a plus
  • ITIL v3 certification is preferred

Job ID

United States

Basic Requirements
Associates degree in Information Technology or related discipline (experience will be considered in lieu of degree) and 6+ years of experience. 

Relocation Provided

Position Type 

Job Category
Product Support

Department Description
The primary function is leadership and management of the teams that support the identification, confirmation and the restoration of service of Motorola Solutions’ software enterprise technology and products.
The individual will be providing team leadership for following established processes, procedures, ticketing, and escalation standards to ensure prompt resolution to issues for diverse markets including military, public safety, and mission-critical software platforms.  They will also lead the Incident Management process during outage/impairment situations. This individual will be knowledgeable in ITIL methodologies, operational best practices, and IT Infrastructure and Applications solutions. They will be expected to work on assignments that are complex in nature and require considerable judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions, as well as interface with the internal and external workgroups. We are looking for a high-energy, forward-thinking, innovative person who has verifiable skills in technology and a proven ability to communicate sophisticated technical concepts to a wide range of audiences.

Travel Percentage
10 to 25%

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.


EEO Statement
Motorola Solutions is an Equal Opportunity Employer committed to no discrimination because of race, creed, color, religion, national origin, sex, age, marital status, citizenship status, sexual orientation, gender identity or expression, genetic information, disability, status as a disabled veteran or veteran of the Vietnam era, or any other legally protected characteristic or activity.