Operations Engineer

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 To provide high quality technical and operational support for customer infrastructure and subscriber technologies / systems supplied by Motorola Solutions, and to provide technical excellence and leadership to other members of the project & operations engineering and Support Services group ensuring Total Customer Satisfaction and compliance to contractual Key Performance Indicators. Works closely with the Operations Manager, Service Delivery Manager, Motorola Network Operations Centre (NOCC), Customer Service Technicians, Customer Service Operators and the Support Services Field teams.

Develops, designs, evaluates, and/or modifies systems consistent with customer and regulatory requirements. Develops system architecture, and ensures the integrity of the architecture/design. Systems Engineers handle the software configuration to make sure everything works given the various customer configurations. Primarily responsibility for the overall technical operation and maintenance of systems and subsystems of the P25 systems for NSW PSN and ACT. Ongoing high end technical, engineering and upgrade support for main systems and subsystems used on the P25 Voice and Flex Paging Sub-Networks, including Microwave and Backbone Inter-Site Link System, Core systems and Remote Sites, Console Dispatch System, Voice/Telephony Logging Systems associated LAN/WANs, external interfaces and Network Management Systems. Act as a technical escalation point for Network Operations Control Centre (NOCC) staff and Field Engineers requiring technical assistance. Provide technical user support and customer service. Be available (via phone and physically) to NOCC CSOs and CSTs and/or users requiring technical assistance. Participate in regular on call roster for after-hours call out from the NOCC to resolve urgent system problems. Support after hours planned maintenance and system upgrade activities. Follow standard Operational and Help Desk operating procedures; accurately log and update all Help Desk tickets using incident/call tracking software. Escalate to management any systemic issues that are operational and customer impacting to engage further engineering support for root cause and resolution. Produce and/or update “as-built” documentation for directly supported systems, as required. Ensure supported system installation and configuration is in accordance with documentation and Motorola Quality Installation Standards. Manages resources for deployment (directs field or surveillance staff). Provide ad hoc general support and training to Motorola stakeholders from time to time. Other duties as assigned by the Operations Team lead , Operations Manager or other applicable management staff Provides short and long term in depth analysis and investigation of problems. Work with System Integration and engineering staff from time to time for assistance with project activities, as required and approved by direct line management. Represents the operational engineering support to Management and /or vendors (or other support groups as applicable) in the resolution of equipment/network performance problems. Identify and develop work instructions, procedures and policies (surveillance, analysis and testing). Conducts network testing, integration and certification. Responsible for the ongoing reporting functions in relation to KPIs and SLAs. Mentor junior technical staff. Undertake special projects and additional duties as required