Incident Commander I (Hybrid) at Motorola Solutions in Allen, TX

Summary: Motorola Solutions is a global community focused on keeping people safer everywhere. The Incident Commander I coordinates major incident responses and maintains stakeholder communication during service-impacting events. Responsibilities: - Lead Incident Response: Assemble technical triage bridges and direct outage recovery efforts with a focus on improving MTTR and MTRD - Stakeholder Communication: Prepare clear, timely written and verbal incident updates for internal teams, external customers, and regulatory commissions - Post-Incident Analysis: Participate in Root Cause Analysis (RCA) discussions and collaborate with third-party vendors to resolve chronic service delivery issues - Strategic Decision-Making: Use critical thinking and independent judgment to assess complex situations and define immediate courses of action - Technical Proficiency: Maintain a working knowledge of computer systems, network components, and telecommunications jargon to lead technical teams effectively Required Qualifications: - High School Diploma - 1+ years of Incident management or Incident Commander experience - 1+ years of Incident Management experience within an ITIL-based ITSM organization - Lead Incident Response: Assemble technical triage bridges and direct outage recovery efforts with a focus on improving MTTR and MTRD - Stakeholder Communication: Prepare clear, timely written and verbal incident updates for internal teams, external customers, and regulatory commissions - Post-Incident Analysis: Participate in Root Cause Analysis (RCA) discussions and collaborate with third-party vendors to resolve chronic service delivery issues - Strategic Decision-Making: Use critical thinking and independent judgment to assess complex situations and define immediate courses of action - Technical Proficiency: Maintain a working knowledge of computer systems, network components, and telecommunications jargon to lead technical teams effectively - Leadership & Influence: Demonstrated ability to direct others during high-pressure scenarios Preferred Qualifications: - ITIL Foundation (v3/v4) certification is preferred Required Skills: Incident Management, ITIL Foundation certification, ITIL-based ITSM, Computer systems knowledge, Network components knowledge, Telecommunications terminology Benefits: Incentive Bonus Plans, Medical, Dental, Vision benefits, 401K with Company Match, 10 Paid Holidays, Generous Paid Time Off Packages, Employee Stock Purchase Plan, Paid Parental & Family Leave, And more!