NOC Change Agent

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

Motorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software and video security & analytics, make cities safer as well as help communities and businesses thrive. At Motorola Solutions, we are ushering in a new era in public safety and security.

The Motorola Solutions Managed Services Network Operations Center (MS-NOC) is staffed by experienced technologists who ensure our customers' networks operate at peak performance. The services provided by the MS-NOC allow customers to entrust their network operations and management to Motorola Solutions, enabling our customers to focus on their primary mission. The NOC Change Agent resides in the MS-NOC and serves as the point of contact for changes in customers served by the MS-NOC.

Job Description

Reporting to the NOC Manager, the NOC change agent is responsible for owning the customer and field support experience through managing day-to-day changes on networks managed by the NOC. In addition, this role oversees the process and control the metrics and KPIs for this process, assuring that they are followed accoridng with the polices and norms. Also this role is part of the global change commitee when required. You will also be responsible for developing and maintaining a strong understanding and knowledge of MSI products in order to be successful in this role. A strong customer-focused mentality will be key, along with the ability to instill this amongst team members and steakholders.

Basic Requirements

Key Responsibilities

• Verify if the changes requested by the requesters are filled accordingly with the stablished processes.
• Deviations detection on the changes performed
• Generate the statistics reports and actions plans for improvements
• Evaluate the Change Control Procedures for the operations area in accordance with ISO standards, proposing improvements/changes on current documents as well as create new ones when needed.
• Have a high-level knowledge of all MSI products supported by the NOC
• Provide feedbacks for a continuous improvement mindset
• Participate in the CAB as required
• Ensure critical customer issues are addressed as soon as possible.
• Collaborate with all internal & external stakeholders to achieve common goals & objectives while also pushing for support for NOC specific interests, where & when applicable
• Work closely with the NOC Manager on development & execution of Strategic plans & initiatives tied to overall vision.

Basic Qualifications

• 3-5 years of relevant experience in an IT environment with a Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer related field is considered an asset -OR- 6-7 years of relevant experience, additional prior vocational or technical education will be considered an asset.
• Strong working knowledge of LMR Motorola Solutions products
• Excellent communication skills both written and verbal, with the ability to manage customer expectations.
• Strong organizational skills and attention to detail.

Preferred Qualifications

• Familiarity with ServiceNow and Google Workspace.
• Background in LMR systems, networking, or enterprise software deployment
• Previous project management experience or PMP certification is a plus.
• Certifications such as, but not limited to: ITIL.

Additional Information

• This role is 100% in-person at NOC.

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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.