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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.
Department OverviewAt Motorola Solutions, we help people be their best in the moments that matter. We help firefighters see around buildings and first responders see around street corners. Our work is very meaningful, impactful, and cutting edge and we invite you to explore it. We are the Best!
Motorola Solutions is a world leader in the field of mission critical communications systems with an impressive heritage of technological innovations and a global base of installed systems. The Software & Services group builds on this to create leading end-to-end mission critical operations for Government & Public Safety Communications customers. This position, with our local NYC team, is focused on Next Generation 9-1-1 Solutions. Our VESTA® Router Service provides 9-1-1 authorities the cornerstone to their NG9-1-1 transitions in a way that fits their resources, budgets and timelines. Our VESTA® Call Handling solutions connect citizens to the help they need when they need it. Our commitment to standards and our flexibility, transparency and geospatial routing infrastructure for regional or statewide deployments add up to a sound investment with new capabilities to safeguard citizens.
Job Description
Our Company has an outstanding track record of success and strives to build long term relationships with our customers. Customer satisfaction is given great emphasis and we strive to build a trusted advisor relationship with every customer.
The Software & Service Implementation team comprises Project Management, System Engineering, Field Engineers and Operational Support personnel working together in a high performance culture, often with demanding cycle times and high customer expectations because we are working on mission critical communication systems.
The Infrastructure Operations Engineer is part of our New York City Network and Security Operation Center (NSOC) team. In this role, you will resolve technical issues and escalations in order to meet Support Level Agreements (SLAs). You would also be responsible for conducting upgrades, patches, and firmware updates across the on-premises hardware (routers, switches, firewalls, servers) and software platforms, along with testing backups and failovers. Each update and/or patch has a series of responsibilities including but not limited to internal testing, coordinating with customers and third-party vendors and having a backout plan. Similar responsibilities would be necessary when conducting hardware refreshes every 3 - 5 years. Other duties include developing, designing, evaluating, and/or modifying systems consistent with customer and regulatory requirements.
You will:Represent Motorola Solutions Inc. as the technical expert for our private cloud solutions deployed within the customer’s data centers.
Troubleshooting, End-to-End, 9-1-1 network packet data between the Data Center and the PSACs via the ESI network.
Respond to alarms and escalations from NSOC and or directly from the monitoring tools.
Perform Tier 1 & 2 support functions as necessary to exceed stringent Service Level Agreements.
Update and own tickets through closure.
Work with internal resources to conduct system audits and optimization.
Identify Best Practices and Lessons Learned.
Generate templates, FAQ or Knowledge Base articles for frequently reported issues/alarms.
Conduct or work with all parties to perform internal patches, updates, firmware, testing and hardware upgrades.
Document changes and present them to Change Control Board for approval and execution.
Administer changes to or upgrades existing systems designs.
Ensures accuracy and completeness of technical documentation.
Coordinate with all parties to conduct upgrades, patches, backups (red gate), failovers, hardware upgrades and execute test plans.
Collaboratively work with all parties to identify, coordinate and execute hardware refreshes.
Update central repository after performing any updates and/or changes.
Proactively monitor Data Centers.
Understand and adhere to all industry regulations.
Understanding of physical appliances, cables and other ancillary hardware required for troubleshooting and implementation.
May work on different new design considerations/integrations.
Support deployment and testing of the systems.
Develop and automate integration and test processes and policies.
Define, specify and/or recommend test tools and scripts necessary to accomplish integration and test activities.
Contribute to other small system projects.
Reviews/Updates customer requirements in formal tools.
Regularly meet with customers to resolve issues and collaborate on ways to improve operational performance.
Strive to understand customer requirements as they relate to technical solutions.
Enhance and improve existing technologies to apply to new solutions.
Participate in root cause analysis to identify system design issues.
Foster positive relationships with other Motorola functions who may be involved in the support process.
Provide technical expertise for the resolution of complex problems. This could involve in-depth analysis including the use of sophisticated analysis tools.
Assist in implementing solutions to complex problems.
Function within an ITIL framework.
Strive to exceed customer expectations.
Actively participate in 24x7x365 on call rotation.
Success in this role is highly dependent upon the ability to proactively learn the intricacies of the solution and work collaboratively. Successful candidates will take ownership of activities on the system and see them through to resolution. The following should also be taken into consideration:
You are/have:Curious and self-motivated to learn and develop new skills.
Meticulous.
Invigorated by solving complex problems.
Ability to quickly gain a deep technical understanding of new topics/technologies.
Strong knowledge of networking protocols.
Strong problem-solving skills, analytical abilities and abilities to deliver high performance.
Experienced installing and configuring hardware, software, and networks.
Comfortable working as part of a team.
Cool under pressure.
Ability to articulate details associated with existing customer networks and create customer specific procedures to integrate.
Strong problem-solving skills, analytical abilities and abilities to deliver on time.
Able to work independently and within a team environment, maintaining accountability to management.
Able to produce transparent written and verbal communications.
Ability to ensure resolutions are met and communicated transparently to all parties, both internal and external.
Can multitask and prioritize effectively in fast-paced demanding mission-critical environments both as an individual contributor and team member.
Proven track record of exhibiting strong judgment and adherence to ethical standards.
Able to work on an on-call rotation for emergency response.
You should have one or more of the following:Experience supporting and administering complex end-to-end network solutions in a Mission Critical environment, including fault-tolerant, high availability, and redundant implementations.
Fundamental understanding of communication protocols, client server architectures, computer networking technologies, network security solutions, and software integration.
In depth knowledge of networking protocols, system calls, DNS, Active Directory, SIP call flows (9-1-1 experience a plus), TCP/IP stack, and OSI model.
Understanding of systems integration processes, requirements gathering, and software deployment.
Experience developing automated solutions to deploy infrastructure or applications (Python, Ansible, Terraform, Gitlab, JSON or YAML, Rundeck or Jenkins).
Experience with Network and Server Virtualization; specifically with VMWare ESXi v.7.0+ and NSX-T 3.0+, and/or Virtual Cloud Director
Experience with Software Systems; ScienceLogic, Remedy, Qradar, Ansible, Windows and Linux Server operating systems, DNS, Veeam, Thycotic/Delinea, Raritan, and/or HPE iLO, Elastic, Bladelogic.
Experience with Networking systems (Firewalls, Load Balancers, Switches, Routers, DDoS mitigation systems); preferably Cisco, Juniper, F5, NGINX, Fortinet, Arbor Networks or Netscout, and/or Wireshark
Experience with Database Servers; specifically with Microsoft SQL Server
Familiarity with SAN-based architecture.
You get extra points if you have:Certifications as they relate to any of the skills above.
Experience automating tests using Robot Framework.
Experience with HPe, Cisco, Nimble, MetaSwitch, Aruba, Arbor and Netscout hardware.
Experience deploying or operating 911 infrastructure.
Experience in a DevOps, automation-first environment.
Advanced level knowledge of incident response, detection and prevention.
Some travel (<25%) may be required for all project phases, from design through final acceptance.
**Must be able to obtain background clearance as required by government customers**
Target Base Salary Range: $72,700 - $145,400 USD
Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.
#LI-TW1
#LI-HYBRD
Basic Requirements
Bachelor's Degree (BSEE/BSCE/BSCS or MS preferred).
OR
5+ years of data center engineering or designing, building and maintaining large-scale private cloud environments.
Industry recognized certifications in Cisco, Juniper, Red Hat Enterprise Linux, Microsoft, Compute Hardware, Cyber Security or other relevant functions.
Travel RequirementsUnder 25%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
Our U.S. Benefits include:
Incentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match10 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand more!
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.
We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.