Incident Command

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.

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.

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.

• 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

• 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 Pager Duty, Service Now, Jira, and Confluence
• AI…