Senior Engineer Services Support

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

The UK Software Enterprise Support team maintains and supports IAAS, Pronto Hosted Services and Command Central Control Room Solutions.

Pronto Hosting Services is part of the Pronto suite of applications from Motorola Solutions, which enables officers to access information in national and local databases on a mobile device whilst in the field. They can then reuse that information to complete processes digitally, as well as to manage and submit accurate information directly from the front line. From road traffic and community policing to criminal justice, crime investigations and back-office management support, Pronto delivers totally paperless policing to the front-line, reducing complexity and enhancing effectiveness.

Command Central Control Room Solutions is a mission critical secure control room solution providing integrated voice, data and multimedia communications hub to harness the power of a software as a service, simplifying control room IT management and reducing risk with ongoing enhanced communication functionality to meet the needs of the UK’s emergency services.

Job Description

This role is primarily remote with occasional travel into our Rugby offices

Provides incident investigation and gathers information to enable incident resolution, ensures that incidents are handled according to agreed procedures, Priorities, diagnoses incidents and advises relevant persons/customers of actions taken.

Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents

Investigates escalated, non-routine and high-impact incidents to responsible service owners and seeks resolution. Facilitates recovery, following resolution of incidents. Ensures that resolved incidents are properly documented and closed. Analyses causes of incidents, and informs service owners to minimise probability of recurrence.

Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures

Provisions/installs, configures and maintains infrastructure services and components. Monitors, measures and reports on infrastructure load, performance and security events. Identifies operational issues and contributes to their resolution. Carries out agreed operational procedures, including backup/restore, using supplied infrastructure tools and scripts. Carries out agreed system software maintenance tasks. Automates routine system administration tasks to specifications using standard tools and basic scripting.

Maintains knowledge management systems and content to meet business needs. Supports others to enable them to complete knowledge management activities and form knowledge management habits. Supports changes to work practices to support capture and use of knowledge.

Provide a 24/7 support service utilizing a on call pattern of 1 week in every 4 weeks.

Basic Requirements

• Fundamental Knowledge of VMware and NSX
• Fundamental Knowledge of Microsoft Server Family including core servers, High availability always on clustering, IIS (web hosting), Application Request Routing, files shares.
• Fundamental Knowledge of network principles, WAN technologies, routing and Global Load balancing.
• Fundamental Knowledge of Microsoft SQL
• Experience with SIP technologies including WebRTC.
• Experience with/architecting or supporting Azure
• Strong troubleshooting and problem-solving skills.
• Strong business/customer facing experience
• Experience/Desirable with Web Map Services
• Experience/ Desirable with REST API interfaces
• ITIL Foundation
• Must be able to work ‘On-Call
• IMPORTANT Must be able to attain SC and NPPV3 clearances

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