AltaHypercareSupportManager

## **Company Overview** 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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. ## **Department Overview** The team is composed of RED Accounts specialists who serve as the critical escalation path. We solve for safer by providing reactive and proactive solutions for our at-risk customers. The team's core success is defined by its ability to ensure affected customers' needs are immediately met during high-priority incidents and using gathered data to proactively identify and mitigate other RED Accounts before they become critical escalations. ## Job Description Join a passionate, high-energy team dedicated to delivering world-class solutions and ensuring customer success. In this unique role within the growing Alta Support organization, you will tackle evolving challenges and drive excellence through the following responsibilities: * **Lead Critical Escalations:** Serve as the primary owner for high-priority escalations and manage the team responsible for at-risk accounts to ensure rapid resolution and long-term customer health. * **Drive Root Cause Analysis:** Conduct thorough RCAs and post-mortem reviews for service disruptions to develop actionable playbooks and prevent future issues. * **Enable Continuous Improvement:** Provide detailed insights on global and account-specific outages to influence product roadmaps and optimize internal support processes. * **Strategic Resource Management:** Analyze operational data to propose annual staffing levels and resource allocations that align with customer support demands. * **Foster Cross-Functi