Operations Specialist

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

Provides 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 regular internal service reviews and other forums to ensure that operational services and issues are managed successfully.

• Analyse data to assess and improve the service quality being provided.

Change Management:

• Re-inforce Change Management discipline across the Operations, Field and Project engineering teams. This includes educating all on Change Management practises, run Weekly CAB reviews, measuring Change success and assess adoption.

• Drive improvement in Change Management.

Problem Management:

• Follow up on root cause issues and drive remediation and mitigation plans.

• Drive a monthly Problem Management review with the State Operations Manager. 

Incident Management:

• Identify and analyse fault trend, working with the Operation Manager to form an action plan and mitigate Service risk.

• Drive a monthly Critical Incident review with the State Operations Manager.

• Attend any internal Bridge calls being run by the NOC to drive Incident resolution.

• Assist the NOC and Ops Engineers in analysing the issue and providing guidance on their diagnostic and repair activities, escalating when required to the National Operations Manager for further support.

• Own and drive communications with internal Motorola Solutions Management to ensure all parties are informed effectively on the status and progress of High Severity Incidents.

• Supplement the formal call out mechanism of logging support requests via the Motorola Network Operations Centre.

Knowledge Management:

• Oversee and drive the maintenance of operational processes and disciplines needed to serve the Customer effectively.

• Ensure all operational documentation is kept up to date and relevant.

Service Reporting:

• Assist Operations Managers with report obligations to ensure the customers receive appropriate and timely service reports as per contracts.

• Monitor and QA the service reports produced.

• Review and improve service reports as required.

• Provide trending analysis for customer reports

Risk Management:

• Identify risks and issues that can apply to each operational obligation and escalate to State Operations Manager when needed

Undertake special projects and additional duties as required and assigned by the manager, aligning with the departments overall objectives and functions.

Basic Requirements

Essential: 

• 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.

• Strong understanding of network infrastructure and technologies, including wireless communication, IP networking, and software-defined networking. 

Desirable:

• 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.

• Excellent communication and interpersonal skills (verbal, written and presentation).

• Strong stakeholder management with the ability to engage, influence and negotiate at all levels.

• Business acumen and well developed inter-personal skills.

• Sound planning capability, good prioritisation skills and personal organisation.

• Strong analytical, problem solving and investigative skills.

• Ability to work under high pressure and adapt to rapidly changing environments. 

• Customer focused and committed to customer with outstanding customer relationship skills.

• Ability to lead by example and create strong high-performing teams.

• A positive attitude with a can-do mentality to be creative, resourceful and deliver results.

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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.