Incident Command I

Motorola Solutions•Allen, TX

2d•Onsite

About The Position

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. Working across Motorola Solutions’ integrated product ecosystem, the role bridges technical engineering teams and enterprise stakeholders to align priorities, foster accountability, and guide systemic improvements across software and hardware solutions. The role leads cross-functional response efforts during high-urgency situations to help ensure operational continuity for public safety agencies and critical enterprises. Candidates with a bachelor’s degree or equivalent practical experience in technical support, incident management, or IT operations are encouraged to apply; the basic requirements specify a high school diploma or GED and at least three years of relevant experience.

Requirements

High school diploma or GED.
At least 3 years of experience in technical support, incident management, or IT operations.
Legal authorization to work in the U.S. indefinitely; employer work permit sponsorship is not available.
Ability to troubleshoot SaaS applications, network protocols such as TCP/IP, HTTP, and DNS, and complex system architectures.
Ability to analyze logs and telemetry using Kibana, ELK stack, or equivalent observability tools.
Experience using incident operations software such as 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 teams and maintain composure 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.

Nice To Haves

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.

Responsibilities

Lead cross-functional response teams, assign technical resources, and manage operational communications with engineering, on-call support, and third-party service providers during high-priority incidents.
Coordinate rapid resolution across integrated SaaS and ecosystem architectures.
Provide guidance and action plans to support personnel navigating complex product workflows during high-pressure incidents.
Prepare and distribute written incident notifications, including System Alerts and Executive Alerts, to internal leadership and external stakeholders.
Translate technical incidents into accessible 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.