Technical Lead - Guardian

Motorola Solutions; Glasgow; Remote; GBP 50,000 - 75,000; Full time

Job summary

A global technology company in Glasgow is seeking a Technical Lead for Guardian Support to oversee a team and ensure high standards of customer service for emergency response providers. The ideal candidate will have strong troubleshooting skills and previous leadership experience. This role offers a competitive salary and benefits, alongside the opportunity for professional growth in a mission-driven environment focused on public safety.

Benefits

Competitive salary and bonus schemes

Two weeks additional pay per year (holiday bonus)

25 days holiday entitlement + bank holidays

Private medical insurance

Flexible working options

Qualifications

• Experience with implementing or managing third line application support functions.
• Experience/support of Microsoft Server High availability including clustering.
• Experience supporting technology stacks in Azure is a plus.

Responsibilities

• Lead a team of Support Engineers for the Guardian platform.
• Ensure exceptional customer service and support standards.
• Drive Continual Service Improvement within the team.

Skills

Strong troubleshooting and problem-solving skills

Strong business/customer facing experience

Team leadership or line management experience

Ability to attain NPPV3 and SC clearance

Fundamental knowledge of System Level Design

Tools

Microsoft SQL

Microsoft Server

VOIP

SIP technologies

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department 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. Our critical communications, video security and command centre technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

On any given day, every moment matters to someone, somewhere. And every moment, Motorola Solutions’ innovations, products and services play essential roles in people’s lives. We help firefighters see around buildings and police officers see around street corners. We keep utility workers connected and visible to each other with real-time voice and data communication across the smart grid. And we provide the situational awareness first responders need when a moment brings catastrophe. We help people be their best in their moments that matter.

Guardian is a call taking & dispatching platform used by emergency service operators across the UK & Europe. We help 999 or 112 operators answer calls from the public and dispatch out nearby responders, enabling the right response when every second counts, and ultimately helping our customers save lives.

As our solution has grown from a small startup to one of the leading offerings for Fire & Police agencies, our customers now trust us to solve more of their problems. You will help us innovate across the Guardian portfolio by working under our senior product leads to refine our core call taking & dispatching offerings, while also getting the chance to carve your own path by leading development for an expansion product.

The Guardian team is distributed across the UK, with hubs in Glasgow, Leicester, and Hemel. We currently have around 150 employees. We have a relaxed but hard-working environment where jeans and t-shirts are the norm and good ideas, and debate are encouraged. Our daily work is remote and often asynchronous, with workflows managed via Google Chat & collaborative documents in G‑Suite. However, you’ll also have the opportunity to join us for frequent in person work & social events like post-work pints, Flight Club darts, or our annual all-hands in Prague.

This role is primary remote, with travel to UK and occasionally International locations.

As the Technical Lead for Guardian Support, you will lead a team of established Support Engineers, with reporting lines to the Team Lead of Guardian Support. Your responsibility is to ensure the exceptional customer service and support standards are upheld to our ever-expanding customer base of UK and International emergency response providers. You will use your experience of leading support functions and strong service management practices to drive Continual Service Improvement within the team.

You will work alongside Business Analysts and Customer Relationship Managers to develop a deep understanding of the customer, the product, and the tech stack to be able to resolve customers issues in a quick a decisive manner, and contribute features and functionality requests for the developers and test team.

You will succeed in this role if you are a person who wants to work on products that genuinely make a difference to people’s lives. You don’t necessarily need experience in Integrated Command and Control Systems, but you must have transferable key skills, including strong communications, confidence in making decisions day to day and a desire to continually develop your skills. The most important success indicators are pride in your work and an interest in diving deep into complicated problems.

Competencies, Responsibilities and Accountabilities

• Day-to-day management of the System Support function, including workload management and administration duties such as performing one-to-ones.
• Grow the team through training and recruitment where appropriate to manage increasing demand.
• Provide mentoring and coaching.
• Provide technical assistance and guidance to extended areas of MSI.
• Frequent customer contact is to be expected with occasional travel to sites.
• Work with our Business Analysts and Customer Relationship Managers to manage the competing demands of resource requirements.
• Implement a plan to ensure resources are utilised effectively and developed.
• Own knowledge transfer and recording within the Guardian Support function.
• Drive improvements within the organisation to implement more effective processes and procedures to improve quality and time to resolve.
• Supports the Major Incident management in ensuring efficient delivery and resolution of high impacting incidents with the solution.

Basic Requirements

Technical Expertise

Academic and Technical Qualifications

Must Have

• Ability to attain NPPV3 and SC clearance. Must be a resident of the UK for a minimum of 5 years to obtain.
• Previous team leadership or line management experience.
• Strong troubleshooting and problem-solving skills.
• Strong business/customer facing experience.
• Fundamental Knowledge of System Level Design.
• Fundamental Knowledge of Microsoft Server Family including Server Core.
• Experience/support of Microsoft Server High availability including clustering, IIS (web hosting), Application Request Routing, files shares.
• Experience/support of Microsoft SQL.
• Experience with implementing or managing third line application support functions.
• Experience/support VOIP.
• Experience with SIP technologies.

Desirable

• Experience and/or knowledge of supporting technology stacks in Azure.
• Experience and/or knowledge of supporting applications on VMware and NSX.
• Experience of supporting applications on RedHat Openshift.
• Experience working with Radio (TETRA, DMR, Broadband PTT etc.) communications systems.
• Experience working with CAD (Computer Aided Dispatch) solutions would be advantageous.
• Exposure to REST API interfaces.

In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you’ll get:

• 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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Travel Requirements: 10-25% Relocation Provided: None Position Type: Experienced Referral Payment Plan: Yes

Company Motorola Solutions UK Limited

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. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.