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Veterans Preferred - NOC Supervisor (Night Shift)

Company: Motorola Solutions
Location: Temecula
Posted on: May 4, 2021

Job Description:

Military Veterans are Encouraged to Apply. If you are a current Motorola Solutions employee, please click this link to apply through your Workday account. Company Overview At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it's helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security. Department Overview The Network and Security Operations (NSOC) team delivers technical support for call handling and emergency management solutions deployed within the public safety sector. We are a 24X7, 365 Day a year operation with multiple shifts to properly support our customers. We monitor the operational support systems to proactively identify service impacting events relating to Public Safety Access Points connectivity and functionality. We continually provide friendly and helpful customer service and actively participate in ongoing internal training. Job Description NSOC Sr. Supervisors provide shift-based oversight and direction for members of technical staff in a 24/7 technical support environment. Primary responsibilities include resource management, performance management, incident management, and customer satisfaction. This position provides supervision for two Night Shifts with regular work hours between 10:00 pm and 6:30 am (Pacific). Duties: Supervises technical support activities and provides direction to technical staff Coordinates employee work schedules and ACD staffing to maintain service level objectives Coaches individual performance to ensure operational excellence; develops SMART goals, training plans, and performance improvement plans Acts as Incident Commander (ICS/ITIL) during scheduled shifts and on-call rotations; adheres to state and federal (FCC) regulations for telecommunications outage notification Conducts regular team meetings and one-on-one's to deliver training, performance feedback, and process instruction Exceptional written and verbal communication skills Monitors adherence to company policies, operational and service level agreements (OLAs/SLAs) Writes instructional documentation using standardized best-practices; training aids, technical MOPs, Knowledge Base (KB) articles, and general departmental procedures. Maintains high customer satisfaction; coaches customer service guidelines to members of staff, responds appropriately to escalations from customers and service partners, collaborates with senior management and internal support teams to quickly resolve service concerns Performs departmental onboarding, account management, and miscellaneous administrative duties for direct reports Qualifications: 2 years of technical support experience in an IT Service organization; 24/7 NOC or inbound call center experience preferred 1 years of Management, Supervisory or leadership experience with responsibility for direct reports 1 years of of Incident Management experience in a Network Operations (NOC) or Security Operations (SOC) environment; ITIL certification, FEMA ICS training, and/or NORS experience a plus Microsoft MCP or MCSA certifications desired Cisco CCENT or CCNA certification a plus Network monitoring dashboard experience; Solarwinds, ScienceLogic, Nagios, Federos, HP OpenView, or similar platforms Endpoint administration experience for security, patch, and backup management; McAfee, Ivanti, Acronis, or similar management software Use of ServiceNow or Remedy for case and incident management This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers Basic Requirements 2 years of technical support experience in an IT Service organization with an AS or BS in Computer Science, Cybersecurity or 4 years of technical support experience in an IT Service organization Ability to work flexible and varying hours; including nights, weekends, overtime, and scheduled on-call rotations Must be able to obtain background clearance as required by government customer Travel Requirements None Relocation Provided None Position Type Experienced Referral Payment Plan Yes EEO Statement Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.

Keywords: Motorola Solutions, Corona , Veterans Preferred - NOC Supervisor (Night Shift), Hospitality & Tourism , Temecula, California

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