Operations Specialist

**Company Overview**:
Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home.

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

***Department Overview **:Our Operations Specialist in Victoria, will work with the Victorian State Operations manager to drive operational stability and improvement on a collection of Services provided to our Government customers in Victoria.

You will oversee specific operational services and assure that they meet Key Performance Indicators and Service Level Agreements.
***Job Description**:
Provides tailored technical customer operations support. Develops strategies for implementing operational efficiencies by reviewing work flows, procedures, and performance. Executes customer operations policies and procedures. Builds and maintains positive, effective, and mutually beneficial-working alliances with customers. Initiates problem solving action and follows through to resolution. Performs root-case analysis of problems to formulate and recommend improved alternative operations. Leads process improvement initiatives.

The role includes the following responsibilities:
Service Level management:

- Own and resolve operational issues.
- Provide customers a single point of local contact for operational discussions and escalations, focused on Problem, Change, Incident.
- Contribute to regular service reviews and other forums to ensure that operational services and issues are managed successfully.
- Analyse data to assess and improve the service quality being provided.

Change Management. Re-inforce Change Management discipline across the Operations, Field and Project engineering teams. Including
- Educate all on Change practises
- Run Weekly CAB reviews
- Measure Change success and assess adoption.
- Drive improvement in Change, escalating when required to the State Ops Manager for further support, and for monthly review.

Problem Management : follow up on root cause issues and drive remediation and mitigation plans. Drive a monthly Problem Management review with the State Ops Manager.

Critical Incident Management. Supplement the formal call out mechanism of logging support requests via the Motorola Network Operations Control Centre.
- Build a roster with the new SDM where you will share on-call responsibilities to operate as a Major Incident Manager for any High Severity service interruptions.
- Attend any internal Bridge calls being run by the NOCC to drive Incident resolution.
- Assist the NOC and Ops Engineers in analysing the issue and providing guidance on their diagnostic and repair activities, escalating when required to the National Ops Manager for further support,
- Own and drive communications with the Customer and Internal Motorola Solutions Management to ensure parties are informed effectively on the status and progress of High Severity Incidents.
- Drive a monthly Critical Incident review with the State Ops Manager.

Scope Management : Manage and maintain operational services scope as per the contracts
- Ensure customers understand their obligations in regard to service deliverables
- Ensure Motorola meets obligations in regard to service deliverables

Knowledge Management : Oversee and drive the maintenance of operational processes and disciplines needed to serve the Customer effectively. Ensure all operational documentation is kept up to date and relevant.

Service Reporting : Ensure that customers receive appropriate and timely reporting as setup by Operations.
- Monthly
- Monitor and QA the monthly service reports produced.
- Quarterly and Annual
- Monitor and QA the quarterly and annual service reports produced.
- Should improvements be required in these Reports, then you will write the Reporting Specification and test for suitability.

Monthly Service Review
- Prepare to discuss key operational items relevant to the Monthly Service Review meeting.
- Attend the monthly SRM, with SDM and/or State Operations manager

Vendor Relationship Management : with various sub-contractors that are part of the delivery model.

***Basic Requirements**:
***Travel Requirements **:Under 10%
***Relocation Provided **:None
***Position Type **:Experienced

**Referral Payment Plan **:Yes