Incident Command I

Motorola Solutions•Allen, TX

4d•$75,000 - $85,000•Onsite

About The Position

Motorola Solutions is hiring an Incident Command I to lead cross-functional response efforts during high-urgency incidents affecting its integrated software and hardware ecosystem. The role coordinates technical resources and operational communications across engineering, on-call support, and third-party service providers, while driving rapid resolution across SaaS and ecosystem architectures. It also guides support personnel through complex product workflows during incidents. The Incident Command I prepares incident notifications for internal leaders and external stakeholders, translates technical issues into business-impact terms, and coordinates customer-facing outage messaging with Global Incident Communications teams. The role facilitates post-incident reviews and after-action reports within 72 business hours, identifies recurring incident patterns, collaborates with engineering and product teams on systemic fixes, and maintains runbooks, playbooks, escalation workflows, and process documentation. The position requires a high school diploma or GED and at least three years of experience in technical support, incident management, or IT operations. Legal authorization to work indefinitely in the U.S. is required; work permit sponsorship is unavailable. Travel is under 10%, and relocation is not provided. The target base salary range is $75,000–$85,000. The position is listed as experienced and onsite.

Requirements

High school diploma or GED.
At least 3 years of experience in technical support, incident management, or IT operations.
Technical troubleshooting skills involving SaaS application triage, network protocols such as TCP/IP, HTTP, and DNS, and complex system architectures.
Ability to analyze logs and telemetry using Kibana, the ELK stack, or equivalent tools.
Experience or ability to manage workflows using PagerDuty, ServiceNow, Jira, and Confluence.
Ability to use artificial intelligence tools for productivity, troubleshooting, drafting, and summarization.
Knowledge of Microsoft Windows, Active Directory, network routing, HOSTS, and cloud infrastructure concepts.
Ability to communicate technical issues in clear business-impact terms to leadership and customers.
Ability to guide cross-functional incident response teams and remain composed in high-urgency, high-stress situations.
Ability to prepare detailed root-cause analysis and after-action reports for manager review and distribution.
Ability to audit and continuously improve operational runbooks, playbooks, and escalation procedures.
Legal authorization to work in the U.S. indefinitely; employer work permit sponsorship is unavailable.

Nice To Haves

Experience with incident management and on-call response processes in a cloud or SaaS environment.
Familiarity with the Motorola Solutions product ecosystem.
Experience preparing customer-facing root-cause analysis documentation and executive alerts.
A bachelor's degree or equivalent practical experience in technical support, incident management, or IT operations is encouraged.

Responsibilities

Lead cross-functional response teams, assign technical resources, and manage operational communications among engineering, on-call support, and third-party service providers during high-priority incidents.
Coordinate rapid resolution across integrated SaaS and ecosystem architectures.
Guide support personnel navigating complex product workflows during high-pressure incidents.
Prepare and distribute System Alerts, Executive Alerts, and other written incident notifications to internal leadership and external stakeholders.
Translate complex technical incidents into clear business-impact terms for executives and customer leadership.
Coordinate with Global Incident Communications teams on widespread customer-facing outage messaging.
Facilitate post-incident reviews and after-action reports within 72 business hours to support root-cause analysis and systemic remediation.
Identify recurring incident patterns 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.