Senior Engineer Services Support

Motorola Solutions; Rugby; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Salary + bonus

Holiday entitlement

Private medical insurance

Pension scheme

Stock purchase plan

Flexible working

Life assurance

Maternity/paternity pay

Learning opportunities

Wellbeing support

Discount scheme

Job summary

Motorola Solutions UK is seeking an IT Infrastructure Support professional to provide 24/7 incident management, investigate root causes, and coordinate rapid resolutions across VMware/NSX, Windows Server, and Azure environments.

You will document outcomes, escalate where needed, and help implement preventative measures while maintaining knowledge bases and supporting on-call rotations.

Qualifications

• Fundamental Knowledge of virtualization and networking

Responsibilities

• Provides incident investigation and gathers information to enable incident resolution.
• Ensures incidents are handled according to agreed procedures.
• Prioritizes, diagnoses incidents and advises relevant persons/customers of actions taken.
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents.
• Facilitates recovery following resolution of incidents.
• Documents and closes resolved incidents.
• Investigates escalated, non-routine and high-impact incidents to responsible service owners and seeks resolution.
• Facilitates recovery after resolution.
• Ensures resolved incidents are documented and closed.
• Analyses causes of incidents to minimise recurrence.
• Investigates problems in systems, processes and services.
• Assists with implementation of remedies and preventative measures.
• Provisions/installs, configures and maintains infrastructure services.
• Monitors, measures and reports on infrastructure load, performance and security events.
• Identifies operational issues and contributes to their resolution.
• Carries out operational procedures including backup/restore.
• Maintains knowledge management systems and supports knowledge sharing.
• Provides 24/7 support via on-call pattern.

Skills

VMware & NSX

Microsoft Server

Networking & load balancers

Microsoft SQL

SIP & WebRTC

Azure

On-call readiness

Customer facing

AI productivity tools

Security awareness

UK residency required

Tools

Web Map Services

REST API

Job description

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

The UK Software Enterprise Support team maintains and supports IAAS, Pronto Hosted Services and the Guardian Public Safety Solution. Pronto Hosting Services is part of the Pronto suite of applications from Motorola Solutions, which enables officers to access information in national and local databases on a mobile device whilst in the field. They can then reuse that information to complete processes digitally, as well as to manage and submit accurate information directly from the front line. From road traffic and community policing to criminal justice, crime investigations and back-office management support, Pronto delivers totally paperless policing to the front-line, reducing complexity and enhancing effectiveness. Guardian Public Safety Solution is a mission critical secure control room solution providing integrated voice, data, CAD and multimedia communications hub to harness the power of a software as a service, simplifying control room IT management and reducing risk with ongoing enhanced communication functionality to meet the needs of the UK’s emergency services.

Job Description

• Provides incident investigation and gathers information to enable incident resolution.
• ensures that incidents are handled according to agreed procedures.
• Priorities, diagnoses incidents and advises relevant persons/customers of actions taken.
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents.
• Facilitates recovery, following resolution of incidents.
• Documents and closes resolved incidents.
• Investigates escalated, non-routine and high-impact incidents to responsible service owners and seeks resolution.
• Facilitates recovery, following resolution of incidents.
• Ensures that resolved incidents are properly documented and closed.
• Analyses causes of incidents, and informs service owners to minimise probability of recurrence.
• Investigates problems in systems, processes and services.
• Assists with the implementation of agreed remedies and preventative measures.
• Provisions/installs, configures and maintains infrastructure services and components.
• Monitors, measures and reports on infrastructure load, performance and security events.
• Identifies operational issues and contributes to their resolution.
• Carries out agreed operational procedures, including backup/restore, using supplied infrastructure tools and scripts.
• Carries out agreed system software maintenance tasks.
• Automates routine system administration tasks to specifications using standard tools and basic scripting.
• Maintains knowledge management systems and content to meet business needs.
• Supports others to enable them to complete knowledge management activities and form knowledge management habits.
• Supports changes to work practices to support capture and use of knowledge.
• Provide a 24/7 support service utilizing an on call pattern.

In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way.

Basic Requirements

• Fundamental Knowledge of VMware and NSX
• Fundamental Knowledge of Microsoft Server Family including core servers, High availability always on clustering, IIS (web hosting), Application Request Routing, files shares.
• Fundamental Knowledge of network principles, WAN technologies, routing and Global Load balancing.
• Fundamental Knowledge of Microsoft SQL
• Experience with SIP technologies including WebRTC.
• Experience with/architecting or supporting Azure
• Strong troubleshooting and problem-solving skills.
• Strong business/customer facing experience
• Experience/Desirable with Web Map Services
• Experience/ Desirable with REST API interfaces
• ITIL Foundation
• Must be able to work ‘On-Call
• Experienced with AI-enhanced productivity tools
• Must be able to attain NPPV3 and SC clearance.
• Must be a resident of the UK for a minimum of 3 years to obtain

Benefits

• Competitive salary and bonus schemes
• Two weeks additional pay per year (holiday bonus).
• 25 days holiday entitlement + bank holidays.
• Attractive defined contribution pension scheme.
• Private medical insurance.
• Employee stock purchase plan.
• Flexible working options.
• Life assurance.
• Enhanced maternity and paternity pay.
• Career development support and wide ranging learning opportunities.
• Employee health and wellbeing support EAP, wellbeing guidance etc.
• Carbon neutral initiatives/goals.
• Corporate social responsibility initiatives including support for volunteering days.
• Well known companies discount scheme.

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EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world.