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Department OverviewThis role will work within the UK Managed Services (UKMS) Operations Centre, specifically within the Network Operations Centre (NOC). The NOC is responsible for providing exceptional customer service through the early identification and rectification of customer and network incidents across the UKMS products and services we support, which includes, but not limited to the Airwave network, Guardian Public Safety Solution, Pronto mobile application, body worn video and in car video.
These products are mission critical solutions delivered to blue light and public safety organisations. It is therefore critical that any loss of service is rectified quickly to ensure the safety and welfare of the public and our customers.
The NOC is responsible for monitoring alarms and alerts via the network management tools and the initial handling of customer, supplier, engineering and change management calls, providing first time fix where possible and handing off to appropriate resolver groups where this is not possible. The accurate logging of incidents and service requests with the correct information, severity and impact is critical to ensure service is restored within SLA, which results in customer satisfaction and minimises the risk of service credits to the organisation.
The service management processes delivered / supported by the UKMS NOC in order to ensure the identification, recording, progression and resolution of issues are event management, incident management, major incident management, service request management, change management and problem management.
Job Description
Responsible for accurately recording incidents reported by Network Management Tools and by appropriate customers directly, ensuring that the incident is accurately logged with the correct information, severity and impact and that any incidents which may breach SLA are escalated accordingly.
To deliver excellent customer service to Motorola customers through effective and professional handling of Incidents, Service Requests, Queries and Complaints raised via telephone, email, web chat or the Service Management Terminal.
The role is Subject Matter Expert for 2nd Line support and is in place to deliver first class service through effective recognition, progression and resolution of incidents. The role holder will understand and respond to the Network and customer's needs efficiently, effectively and professionally to ensure outstanding service delivery through swift Incident resolution.
The role is also to support the Network Controller ensuring ability for continuity of service in their absence.
Scope of Responsibilities / Expectations:
70% of the role will required to fulfil all responsibilities of the NOC Engineer which include:-
Monitoring of Network Management Tools to ensure accurate creation and timely investigation, diagnostics and resolution of all incidents and where an incident cannot be progressed by the NOC, engaging the relevant parties.
Direct contact and exceptional standards of inbound and outbound customer service delivery to UKMS customers, reacting to customer reported incidents within Service Level targets.
Accurately diagnose and resolve incidents within contractual SLAs, ensuring escalation of those which are in jeopardy.
Take ownership for the update, maintenance and production of relevant processes and local working instructions.
Accountable for the delivery of high quality customer service and communications to Airwave’s customers and internal departments.
Jeopardy management from opening to resolution within SLA targets of incident cases relevant to the NOC.
Accountable for high standards of case note quality and accurate information being entered into incident cases.
Responsible for the production of reports to aid and assist with incident diagnostics and resolution using the relevant network tools.
Strive to become a subject matter expert, to coach and assist with training of peers or analysts.
Review, update or highlight the need for local working instructions relevant to the NOC.
Emergency Response Vehicle (ERVs) trained and hold the relevant certifications for the deployment of the ERVs in an emergency situation to support our customers as per contractual agreements.
30% of the role will include:-
Providing a high level of Jeopardy Management / Incident Monitoring on UKMS services in line with Key SLAs & KPIs.
Effective escalations in a timely manner to various internal and external resolver groups to ensure incident progression/resolution is achieved.
OOHs Contact point for customer escalation for all service failures.
Deputising for the Network Controller Including the team management, as and when required.
Instigation of the Major Incident Management process ensuring that correct communications are delivered to our customer base.
Creation and Distribution of Key Service Reports sent to both internal and external stakeholders.
Managing the deployment of the Emergency Response Vehicles in line with contractual requirements.
Supporting Service Improvement initiatives.
Management Responsibility for all changes that are implemented on the Network via the RFC process.
Responsible for NMC resources, ensuring shifts are covered to the agreed operating levels and escalating any concerns to the Network Operations manager.
Key Responsibilities and Accountabilities:
Monitoring of Network Management Tools to ensure accurate and timely investigation, diagnostics and resolution of all incidents
2nd Line diagnostics to swiftly identify and take necessary steps to engage with a resolving party or 2nd line first fix to restore service.
Engage with other relevant parties and suppliers as required to ensure the progression and resolution of incidents and requests.
Direct contact and exceptional standards of inbound and outbound customer service delivery to UKMS’s customers, reacting to customer reported incidents across all products and services within Service Level targets.
Accurately diagnose and resolve incidents within SLA, ensuring timely progression and escalation of those which are in jeopardy.
Take ownership for the update, maintenance and production of relevant processes and local working instructions.
Accountable for the delivery of high quality customer service and communications to UKMS’s customers and internal departments.
Jeopardy management from opening to resolution within SLA targets of incident and request cases relevant to the NOC.
Accountable for high standards of case note quality and accurate information being entered into incident cases.
Responsible for the production of reports to aid and assist with incident diagnostics and resolution using the relevant network tools.
Deputising for the Network Controller in all responsibilities excluding direct line management of the wider team, unless requested.
Basic Requirements
Analytical skills and disciplined approach to resolving complex issues.
Able to improve processes and procedures.
Communication skills: Verbal, Written, Listening, and Questioning.
Personal organisational skills.
The ability to influence and negotiate with internal and external parties.
Customer Focus.
Ability to deal with change.
Ability to learn new technologies and cross train other team members.
Self-motivated and enthusiastic.
Problem solving and fact-finding skills.
Experience of Public Safety Communication technology and services is desirable.
Previous experience of shift work would be desirable
All applicants must be willing to undergo detailed security vetting checks based on country and customer requirements (SC and NPPV3 clearance).
Medically fit to obtain a Sentinel Card from Transport for London to gain access to the London Underground in the support of deployment of the ERVs.
Core Competencies
Customer relationship management .
Ability to build and sustain effective relationships across customers, suppliers and internal stakeholders is essential.
Ability to provide operational leadership across virtual teams.
Operational service management.
Negotiating and influencing skills.
Presentation skills.
Organised and able to prioritise for self and others.
Customer service skills and focus.
Communication skills: Verbal, Written, Listening and Questioning.
Problem solving and fact-finding skills.
Decision making.
All applicants must be willing to undergo detailed security vetting checks based on country and customer requirements.
Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperiencedReferral Payment PlanNoCompanyAirwave Solutions Limited
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.
