Technical Lead - Guardian

As a Technical Lead for Guardian Support at Motorola Solutions, you will lead a team of Support Engineers, ensuring exceptional customer service for UK and International emergency response providers. You will drive continual service improvement, develop a deep understanding of the product and tech stack, and resolve customer issues efficiently. This role involves frequent customer contact and contributing to feature requests, working on products that genuinely make a difference in people's lives.

Must Have

• Day-to-day management of the System Support function, including workload management and administration duties such as performing one-to-ones.
• Grow the team through training and recruitment where appropriate to manage increasing demand.
• Provide mentoring and coaching.
• Provide technical assistance and guidance to extended areas of MSI.
• Frequent customer contact is to be expected with occasional travel to sites.
• Work with our Business Analysts and Customer Relationship Managers to manage the competing demands of resource requirements.
• Implement a plan to ensure resources are utilised effectively and developed.
• Own knowledge transfer and recording within the Guardian Support function.
• Drive improvements within the organisation to implement more effective processes and procedures to improve quality and time to resolve.
• Supports the Major Incident management in ensuring efficient delivery and resolution of high impacting incidents with the solution.
• Ability to attain NPPV3 and SC clearance. Must be a resident of the UK for a minimum of 5 years to obtain.
• Previous team leadership or line management experience.
• Strong troubleshooting and problem-solving skills.
• Strong business/customer facing experience.
• Fundamental Knowledge of System Level Design.
• Fundamental Knowledge of Microsoft Server Family including Server Core.
• Experience/support of Microsoft Server High availability including clustering, IIS (web hosting), Application Request Routing, files shares.
• Experience/support of Microsoft SQL.
• Experience with implementing or managing third line application support functions.
• Experience/support VOIP.
• Experience with SIP technologies.

Good to Have

• Experience and/or knowledge of supporting technology stacks in Azure.
• Experience and/or knowledge of supporting applications on VMware and NSX.
• Experience of supporting applications on RedHat Openshift.
• Experience working with Radio (TETRA, DMR, Broadband PTT etc.) communications systems.
• Experience working with CAD (Computer Aided Dispatch) solutions would be advantageous.
• Exposure to REST API interfaces.

Perks & Benefits

• Competitive salary and bonus schemes
• Two weeks additional pay per year (holiday bonus).
• 25 days holiday entitlement + bank holidays.
• Attractive defined contribution pension scheme.
• Private medical insurance.
• Employee stock purchase plan.
• Flexible working options.
• Life assurance.
• Enhanced maternity and paternity pay.
• Career development support and wide ranging learning opportunities.
• Employee health and wellbeing support EAP, wellbeing guidance etc.
• Carbon neutral initiatives/goals.
• Corporate social responsibility initiatives including support for volunteering days.
• Well known companies discount scheme.

Job Description

This role is primary remote, with travel to UK and occasionally International locations.

As the Technical Lead for Guardian Support, you will lead a team of established Support Engineers, with reporting lines to the Team Lead of Guardian Support. Your responsibility is to ensure the exceptional customer service and support standards are upheld to our ever-expanding customer base of UK and International emergency response providers. You will use your experience of leading support functions and strong service management practices to drive Continual Service Improvement within the team.

You will work alongside Business Analysts and Customer Relationship Managers to develop a deep understanding of the customer, the product, and the tech stack to be able to resolve customers issues in a quick a decisive manner, and contribute features and functionality requests for the developers and test team.

You will succeed in this role if you are a person who wants to work on products that genuinely make a difference to people’s lives. You don’t necessarily need experience in Integrated Command and Control Systems, but you must have transferable key skills, including strong communications, confidence in making decisions day to day and a desire to continually develop your skills. The most important success indicators are pride in your work and an interest in diving deep into complicated problems.

Competencies, Responsibilities and Accountabilities:

• Day-to-day management of the System Support function, including workload management and administration duties such as performing one-to-ones.
• Grow the team through training and recruitment where appropriate to manage increasing demand.
• Provide mentoring and coaching.
• Provide technical assistance and guidance to extended areas of MSI.
• Frequent customer contact is to be expected with occasional travel to sites.
• Work with our Business Analysts and Customer Relationship Managers to manage the competing demands of resource requirements.
• Implement a plan to ensure resources are utilised effectively and developed.
• Own knowledge transfer and recording within the Guardian Support function.
• Drive improvements within the organisation to implement more effective processes and procedures to improve quality and time to resolve.
• Supports the Major Incident management in ensuring efficient delivery and resolution of high impacting incidents with the solution.

Basic Requirements

Technical Expertise:

Academic and Technical Qualifications:

Must Have

• Ability to attain NPPV3 and SC clearance. Must be a resident of the UK for a minimum of 5 years to obtain.
• Previous team leadership or line management experience.
• Strong troubleshooting and problem-solving skills.
• Strong business/customer facing experience.
• Fundamental Knowledge of System Level Design.
• Fundamental Knowledge of Microsoft Server Family including Server Core.
• Experience/support of Microsoft Server High availability including clustering, IIS (web hosting), Application Request Routing, files shares.
• Experience/support of Microsoft SQL.
• Experience with implementing or managing third line application support functions.
• Experience/support VOIP.
• Experience with SIP technologies.

Desirable

• Experience and/or knowledge of supporting technology stacks in Azure.
• Experience and/or knowledge of supporting applications on VMware and NSX.
• Experience of supporting applications on RedHat Openshift.
• Experience working with Radio (TETRA, DMR, Broadband PTT etc.) communications systems.
• Experience working with CAD (Computer Aided Dispatch) solutions would be advantageous.
• Exposure to REST API interfaces.

In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you’ll get:

• Competitive salary and bonus schemes
• Two weeks additional pay per year (holiday bonus).
• 25 days holiday entitlement + bank holidays.
• Attractive defined contribution pension scheme.
• Private medical insurance.
• Employee stock purchase plan.
• Flexible working options.
• Life assurance.
• Enhanced maternity and paternity pay.
• Career development support and wide ranging learning opportunities.
• Employee health and wellbeing support EAP, wellbeing guidance etc.
• Carbon neutral initiatives/goals.
• Corporate social responsibility initiatives including support for volunteering days.
• Well known companies discount scheme.