Incident Command I

Motorola Solutions; Allen (TX); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

10 Paid Holidays

Generous PTO

Employee Stock Purchase Plan

Paid Parental & Family Leave

Job summary

Motorola Solutions is seeking an Ecosystem Incident Commander to lead cross-functional response during high-urgency incidents affecting public safety and enterprise customers.

You will coordinate resources, draft clear incident notifications, and guide teams through rapid resolution while translating technical details into business impact for executives.

Qualifications

• Experience in incident management and on-call response in cloud or SaaS environments.
• Ability to translate technical issues into business impact for leadership.
• Experience preparing customer-facing RCA documentation and executive alerts.

Responsibilities

• Lead cross-functional response during high-priority incidents and coordinate resources.
• Communicate rapid resolution plans and post-incident actions to stakeholders.
• Drive post-incident reviews within 72 business hours to identify root causes.

Skills

Incident management

Technical troubleshooting

Stakeholder management

Cross-functional leadership

SaaS / cloud familiarity

Education

Bachelor's degree or equivalent experience

Tools

PagerDuty

ServiceNow

Jira

Confluence

Kibana

ELK stack

Windows / Active Directory

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

At Motorola Solutions, safety and security are at the heart of everything we do. We build and connect technologies to help protect people, property and places, enabling the collaboration that is critical for safer communities, safer schools, safer hospitals, safer businesses, and safer everywhere. Our Motorola Technical Support organization plays a vital role within this ecosystem, delivering mission-critical operational support and cross-functional incident leadership when our public safety and enterprise customers rely on us most.

Job Description

The Ecosystem Incident Commander is a cross-functional lead who drives rapid incident resolution, facilitates internal and external communications, and leads post-incident operational analysis. Operating across our integrated product ecosystem, this role bridges technical engineering teams and enterprise stakeholders to align priorities, foster accountability, and guide systemic improvements across our software and hardware solutions. We believe that everything starts with our people. In this role, you will lead cross-functional response efforts during high-urgency situations, helping to ensure operational continuity for public safety agencies and critical enterprises who depend on our technology every day. Candidates possessing a Bachelor's degree or equivalent practical experience in technical support, incident management, or IT operations are encouraged to apply.

Key Responsibilities

• Incident Coordination & Rapid Resolution Lead cross-functional response teams, assign technical resources, and manage operational communications across internal engineering, on-call support, and third-party service providers during High Priority incidents
• Serve as the primary coordinator driving rapid resolution across integrated SaaS and ecosystem architectures
• Provide guidance and action plans to support personnel who need leadership navigating complex product workflows during high-pressure incidents
• Stakeholder Communications & Analysis Prepare and distribute clear written incident notifications, including System Alerts and Executive Alerts, to internal leadership and external stakeholders
• Translate complex technical incidents into accessible business-impact terms for executives and customer leadership
• Coordinate with Global Incident Communications teams on widespread customer-facing outage messaging
• Continuous Improvement & Operational Accountability Facilitate post-incident reviews and after-action reports within 72 business hours to drive root-cause analysis and systemic remediation
• Identify recurring incident patterns cross-functionally and collaborate with engineering and product teams to implement systemic fixes
• Update and refine incident runbooks, playbooks, escalation workflows, and process documentation across the product ecosystem

Job Requirements

• Technical Expertise: Technical Troubleshooting to analyze SaaS application triage, network protocols (TCP/IP, HTTP, DNS), and complex system architectures
• Observability Tools: to perform log analysis and telemetry reviews using Kibana, ELK stack, or equivalent tooling
• Incident Operations Software: to track, document, and manage workflows within PagerDuty, ServiceNow, Jira, and Confluence
• AI Tooling & Adoption: to leverage artificial intelligence for productivity, troubleshooting, drafting, and summarization
• Infrastructure Knowledge: to understand Microsoft Windows, Active Directory, network routing, HOSTS, and cloud infrastructure concepts
• Professional Experience: Stakeholder Management to convey technical issues into clear business-impact terms for leadership and customers
• Incident Response: to guide cross-functional teams and maintain composure in high-urgency, high-stress situations
• Postmortem Documentation: to prepare detailed Root Cause Analysis (RCA) and after-action reports for manager review and distribution
• Process Documentation: to audit and continuously improve operational runbooks, playbooks, and escalation procedures

Preferred Qualifications

• Experience with incident management and on-call response processes in a cloud or SaaS environment
• Prior familiarity with the Motorola Solutions product ecosystem
• Experience preparing customer-facing RCA documentation and executive alerts

Target Base Salary Range

$75,000 - $85,000

Basic Requirements

• High School Diploma or GED
• 3+ years of experience in either technical support, incident management, or IT operations
• Legal authorization to work in the U.S. indefinitely is required.
• Employer work permit sponsorship is not available for this position.

Travel Requirements

• Under 10%
• Relocation Provided None
• Position Type Experienced
• Referral Payment Plan Yes

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 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. 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.

Inclusive Culture

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. We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.

MOTOROLA SOLUTIONS 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. Learn more at www.motorolasolutions.com.

If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.