Motorola Solutions
OperationsSpecialist-VIC
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optimal for Mid candidates.
“Operations Specialist - VIC at Motorola Solutions. Skills: operational stability, drive improvement, fault trends, root cause analysis, process improvement. Provide tailored technical customer operations support. Develops strategies for implementing operational efficiencies”
What You'll Achieve.
support operational stability; drive improvement across Services; resolve operational issues; ensure that operational services and issues are managed successfully; Drive improvement in Change Management; drive remediation and mitigation plans; mitigate Service risk; drive Incident resolution; deliver results
Industry & Context.
Initiates problem solving action and follows through to resolution; Performs root-case analysis of problems; analytical; problem solving; investigative skills
Travel Requirements Under 10%, Relocation Provided None
What They're Looking For.
Must Have
Minimum of (5 years +) of experience in an operational management role within a telecom or network services environment, Diploma / Tertiary Qualifications in Business Management, Information Technology, Computer Science or equivalent, understanding of network infrastructure and technologies, including wireless communication, IP networking, and software-defined networking
Nice to Have
ITIL Foundations 4 framework and principles, Experience in Digital Radio Communications environment or equivalent (both Trunked and Conventional systems including Simulcast), Experience in leading customers through systems implementation and driving improvement on high impact mission critical Customer operations, Experienced in problem solving and consulting capability, Experience with network monitoring and management tools
What You'll Do.
Provide tailored technical customer operations support
Develops strategies for implementing operational efficiencies
Executes customer operations policies and procedures
Builds and maintains positive
and mutually beneficial-working alliances with customers
Initiates problem solving action and follows through to resolution
Performs root-case analysis of problems
Leads process improvement initiatives
Own and resolve operational issues
Provide customers an alternative point of local contact
Assist with driving regular internal service reviews
Analyse data to assess and improve service quality
Re-inforce Change Management discipline
educating all on Change Management practises
run Weekly CAB reviews
measuring Change success
Drive improvement in Change Management
Follow up on root cause issues
drive remediation and mitigation plans
Drive a monthly Problem Management review
Identify and analyse fault trend
mitigate Service risk
Drive a monthly Critical Incident review
Attend any internal Bridge calls
drive Incident resolution
Assist the NOC and Ops Engineers
providing guidance on their diagnostic and repair activities
escalating when required
Own and drive communications with internal Motorola Solutions Management
Supplement the formal call out mechanism
Oversee and drive the maintenance of operational processes and disciplines
Ensure all operational documentation is kept up to date
Assist Operations Managers with report obligations
Monitor and QA the service reports produced
Review and improve service reports
Provide trending analysis for customer reports
Identify risks and issues
escalate to State Operations Manager
Undertake special projects and additional duties
How You'll Work.
Team & Collaboration
work closely with the Victorian State Operations Managers; drive the cross functional teams to progress idle ITSM tickets; stakeholder management with the ability to engage, influence and negotiate at all levels; Ability to lead by example and create high-performing teams
Communication Scope
Excellent communication and interpersonal skills (verbal, written and presentation); stakeholder management; negotiate at all levels; Business acumen; inter-personal skills; Customer focused; customer relationship skills
Process & Methodology
Change Management, Problem Management, Incident Management, Service Level management, Knowledge Management, Service Reporting, Risk Management, special projects
Full Job Description
## **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 primary objective of the Operations Specialist is to work closely with the Victorian State Operations Managers in order to support operational stability and drive improvement across Services provided to our Government customers in Victoria. The role involves identifying and communicating fault trends, initiating and resolving issues, assisting with root cause analysis and recommending improved operational alternatives, and assisting with process improvement initiatives. Additionally the Operations Specialist will lead internal Change Management and Problem Management boards and drive the cross functional teams to progress idle ITSM tickets. ## Job Description Provide tailored technical customer operations support. Develops strategies for implementing operational efficiencies by reviewing work flows, procedures, and performance. Executes customer operations policies and procedures. Builds and maintains positive, effective, and mutually beneficial-working alliances with customers. Initiates problem solving action and follows through to resolution. Performs root-case analysis of problems to formulate and recommend improved alternative operations. Leads process improvement initiatives. **Service Level management:** * Own and resolve operational issues. * When required, provide customers an alternative point of local contact for operational discussions and escalations, focused on Problem, Change, and Incident. * Assist with driving regu
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