Incident Commander I (Hybrid)

Motorola Solutions•Allen, TX

1d•Hybrid

About The Position

The Incident Commander I coordinates major incident responses, maintains stakeholder communication during service-impacting events, and facilitates resolutions in compliance with Service Level Agreements (SLAs). This role operates on a weekly rotating on-call schedule and requires a hybrid presence (two days per week) at the Allen, TX, office. The Network and Security Operations (NSOC) team delivers technical support for call handling and emergency management solutions deployed within the public safety sector.

Requirements

High School Diploma
1+ years of Incident management or Incident Commander experience
1+ years of Incident Management experience within an ITIL-based ITSM organization.
Demonstrated ability to direct others during high-pressure scenarios

Nice To Haves

ITIL Foundation (v3/v4) certification is preferred.

Responsibilities

Lead Incident Response: Assemble technical triage bridges and direct outage recovery efforts with a focus on improving MTTR and MTRD.
Stakeholder Communication: Prepare clear, timely written and verbal incident updates for internal teams, external customers, and regulatory commissions.
Post-Incident Analysis: Participate in Root Cause Analysis (RCA) discussions and collaborate with third-party vendors to resolve chronic service delivery issues.
Strategic Decision-Making: Use critical thinking and independent judgment to assess complex situations and define immediate courses of action.
Technical Proficiency: Maintain a working knowledge of computer systems, network components, and telecommunications jargon to lead technical teams effectively.