System Manager II

Motorola Solutions; United States; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Motorola Solutions is seeking a System Manager to serve as the primary daily operational link, key communications liaison, and lead overseer of contracted services. This role focuses on maintaining system uptime and coordinating maintenance with local partners to support the federal OIS RSD.

The position involves driving maintenance workflows, reporting, and escalation procedures across G Series, APX subsystems, and related infrastructure, with a hybrid work setup and travel to DC-area sites.

Responsibilities

• SLA & Commitment Compliance: Lead day-to-day operations to fulfill all terms, conditions, and SLA metrics for G Series infrastructure, APX subscriber product lines, and integrated subsystems.
• System Overwatch: Pull reports from the Unified Event Monitoring (UEM) platform to provide to subject matter experts in order to track system events across Primary and DSR COREs, Prime sites, Dispatch, and RF Sub-sites.
• Emergency Escalation: Direct emergency restoration efforts and manage multi-tiered escalation procedures during system outages or degraded operational states.
• Motorola Technical Communication: Communicate directly with Motorola technical teams to report issues and initiate/open support cases when necessary.
• Systems Administration and Patch Management: Responsible for managing overall technical health and system stability, coordinating routine software updates and patch management across operational networks, maintaining foundational technical proficiency with an ongoing commitment to industry standards, and overseeing the repair, replacement, and staging processes for field equipment and subscriber units.
• Fleet Logistics: Coordinate repair, replacement, and staging for APX subscriber units through authorized repair depots.
• Primary Liaison: Act as the central operational link between the federal customer, Motorola Central System Engineering (CSE), Technical Support Operations (TSO), and third-party vendors.
• Stakeholder Alignment: Organize and lead regular sync calls, maintain the master technical calendar, distribute invites, and capture/distribute meeting minutes.
• Lifecycle Windows: Coordinate the system lifecycle refreshes and schedule routine preventive maintenance windows to minimize disruption to active law enforcement operations.
• Targeted Reporting: Compile, assemble, and distribute weekly and monthly service reports- utilizing readily available corporate templates to deliver metrics on system availability, open support cases, SLA performance, and active maintenance trends aligned with corporate and the federal customer's interests.
• Dedicated Portal Management: Maintain accurate operational records, asset license matrices, and service histories within specified corporate portals and databases, including Customer Hub, Project Place, and Customer Relationship Management (CRM) tools.
• Schedule: Standard 5-day, 8-hour-per-day schedule (40 hours/week). Exact hybrid/remote breakdown to be determined by leadership.
• Travel & Mobility: Requires local travel to customer sites, including Washington, DC facilities, Manassas, and the Federal Technical Center (FTC).

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

It's not just about having the right technology, it's about achieving peak performance. Motorola Solutions has served as a trusted partner to government agencies and enterprises worldwide for more than 85 years. Our years of leadership, innovation and experience managing and supporting hundreds of networks in more than 100 countries help answer the challenges of mission critical operations - ensure continuity, enhance productivity and reduce risk - helping achieve peak performance. When every second counts and performance reliability is a must - we are ready and able to serve today, tomorrow and into the future.

Job Description

At Motorola Solutions, we manage and support hundreds of mission-critical networks globally to guarantee operational continuity, boost productivity, and mitigate risk. This role is dedicated to supporting a federal customer's Office of Information Systems (OIS) Radio Services Division (RSD). The federal customer owns, operates, and maintains (COAM) its land mobile radio (LMR) infrastructure across the National Capital Region and beyond, Motorola Solutions serves as a vital strategic partner in delivering resilient, safety-of-life communications for federal law enforcement.

Motorola Solutions is seeking a System Manager to serve as the primary daily operational link, key communications liaison, and lead overseer of contracted services. Functioning as a dedicated customer service advocate, the System Manager will drive the execution of the federal customer's Maintenance Agreement and coordinate seamless maintenance workflows with local service partners to sustain optimal system uptime and peak network performance.

Contractual & Operations Management

• SLA & Commitment Compliance: Lead day-to-day operations to fulfill all terms, conditions, and SLA metrics for G Series infrastructure, APX subscriber product lines, and integrated subsystems.
• System Overwatch: Pull reports from the Unified Event Monitoring (UEM) platform to provide to subject matter experts in order to track system events across Primary and DSR COREs, Prime sites, Dispatch, and RF Sub-sites.
• Emergency Escalation: Direct emergency restoration efforts and manage multi-tiered escalation procedures during system outages or degraded operational states.
• Motorola Technical Communication: Communicate directly with Motorola technical teams to report issues and initiate/open support cases when necessary.
• Systems Administration and Patch Management : Responsible for managing overall technical health and system stability, coordinating routine software updates and patch management across operational networks, maintaining foundational technical proficiency with an ongoing commitment to industry standards, and overseeing the repair, replacement, and staging processes for field equipment and subscriber units.
• Fleet Logistics: Coordinate repair, replacement, and staging for APX subscriber units through authorized repair depots.

Liaison, Coordination, and Governance

• Primary Liaison: Act as the central operational link between the federal customer, Motorola Central System Engineering (CSE), Technical Support Operations (TSO), and third-party vendors.
• Stakeholder Alignment: Organize and lead regular sync calls, maintain the master technical calendar, distribute invites, and capture/distribute meeting minutes.
• Lifecycle Windows: Coordinate the system lifecycle refreshes and schedule routine preventive maintenance windows to minimize disruption to active law enforcement operations.

Reporting, Portals, and Database Management

• Targeted Reporting: Compile, assemble, and distribute weekly and monthly service reports- utilizing readily available corporate templates to deliver metrics on system availability, open support cases, SLA performance, and active maintenance trends aligned with corporate and the federal customer's interests.
• Dedicated Portal Management: Maintain accurate operational records, asset license matrices, and service histories within specified corporate portals and databases, including Customer Hub, Project Place, and Customer Relationship Management (CRM) tools.

Work Structure & Logistics

• Schedule: Standard 5-day, 8-hour-per-day schedule (40 hours/week). Exact hybrid/remote breakdown to be determined by leadership.
• Travel & Mobility: Requires local travel to customer sites, including Washington, DC facilities, Manassas, and the Federal Technical Center (FTC).

The System Manager will utilize a persona