Incident Manager (Arabic speaker)📣 إعلان

About the Incident Manager Role

Motorola Solutions is seeking a highly skilled and motivated Incident Manager to join its International Services team in Riyadh, Saudi Arabia. This full-time, on-site role is central to the delivery of mission-critical operations systems, encompassing the development and implementation of customer applications and company products to ensure optimal performance and success. The primary objective of this role is to ensure all Service Obligations to the customer are met and to provide expert technical assistance and advice throughout the Maintenance Agreement lifecycle.

Role Context and Evolution

In response to rapid advancements in IT and communications technologies, and the increasing demand for Advanced Command & Control Center software solutions built on Cloud Computing, AI, and Machine Learning (ML), Motorola Solutions is expanding its Services team. This position will provide essential field engineering services to AMEA customers, reflecting the company's commitment to innovation and customer satisfaction within a dynamic technological landscape. You will initially support the design and implementation of management, service, and maintenance solutions for customer networks, with the goal of independently leading and managing these efforts.

Key Responsibilities

• Collaborate with cross-functional teams across various technology stacks (web, mobile, middleware) to resolve complex business and technical challenges.
• Provide high-quality technical and operational support for mission-critical IT and Radio systems within a team environment, ensuring service level and operational key performance indicators are consistently met.
• Maintain system performance and availability through incident and performance management processes.
• Work closely with Field Services Engineers and Technical Support Operations to ensure adherence to Service Level Agreements (SLAs).
• Manage the resource calendar to ensure all Maintenance Agreement (MA) deliverables are fulfilled.
• Coordinate with the Local Service Delivery Manager (SDM) for all activities related to contract deliverables and appropriate tasking.
• Conduct regular customer meetings to discuss service availability and performance.
• Address customer comments and inquiries related to specific project aspects or the entire project scope.
• Plan and execute technical tasks according to established instructions and processes.
• Respond to customer problems directly or through the internal customer interface.
• Troubleshoot and resolve technical design-related issues.
• Attend all scheduled and unscheduled customer meetings, providing reports to the Team Lead and SDM.

Required Experience and Professional Development

Candidates for this role should possess 5-10 years of relevant experience in a technical support or engineering capacity, particularly within mission-critical IT and Radio systems. Motorola Solutions invests in its employees, providing comprehensive training and certifications in required technologies and service management to empower career advancement.

Work Environment and Location

This is a full-time, on-site position based in Riyadh, Saudi Arabia. The role requires active participation within a team environment, working closely with various internal and external stakeholders to deliver essential services and maintain system performance and availability.

About Motorola Solutions

At Motorola Solutions, the mission is to help keep people safer everywhere. The company builds and connects technologies to protect people, property, and places, fostering the collaboration critical for safer communities, schools, hospitals, businesses, and ultimately, safer nations. This role contributes directly to building a safer future through the delivery and support of critical operational systems.