Job Information
Motorola Solutions NOC Supervisor (Night Shift)(US Remote) in Seattle, Washington
Company Overview At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here 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.Job Description The shift for the NOC Sr Supervisor will be as follows: Night Shift Monday through Friday, 10:00 pm - 6:30 am (Pacific Time) The NSOC Sr. Supervisor will provide shift-based oversight and direction for members of technical staff in a 24/7 technical support environment. Primary responsibilities will include resource management, performance management, incident management, and customer satisfaction. Primary Responsibilities Supervises technical support activities and provides direction to technical staff Coordinates employee work schedules and ACD staffing to maintain service level objectives Coaches individual performance to ensure operational excellence; develops SMART goals, training plans, and performance improvement plans Acts as Incident Commander (ICS/ITIL) during scheduled shifts and on-call rotations; adheres to state and federal (FCC) regulations for telecommunications outage notification Conducts regular team meetings and one-on-one's to deliver training, performance feedback, and process instruction Monitors adherence to company policies, operational and service level agreements (OLAs/SLAs) Writes instructional documentation using standardized best-practices; training aids, technical MOPs, Knowledge Base (KB) articles, and general departmental procedures. Maintains high customer satisfaction; coaches customer service guidelines to members of staff, responds appropriately to escalations from customers and service partners, collaborates with senior management and internal support teams to quickly resolve service concerns Performs departmental onboarding, account management, and miscellaneous administrative duties for direct reports Consistently provides feedback and direction to staff to ensure employee development, engagement and business knowledge; complete annual employee performance appraisals/reviews. Preferred Skills Network monitoring dashboard experience; Solarwinds, ScienceLogic, Nagios, Federos, HP OpenView, or similar platforms Working knowledge of ServiceNow or Remedy for case and incident management ITIL certification, FEMA ICS training, and/or NORS experience a plus 24/7 NOC or inbound call center experience preferred 1+ years of experience in a Network Operations (NOC) or Security Operations (SOC) environment 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. customers #LI-DB1 Basic Requirements 2+ years of technical support experience in an IT Service organization 1+ years of Management, Supervisory or leadership experience with responsibility for direct reports 1+ years of experience in a Network Operation