Mobilize the Emergency Response Team (ERT) via PagerDuty Prepare written and verbal incident communications for distribution to internal stakeholders, external customers, State and Federal commissions Coordinate Post incident Reviews (PIR's) to drive continual improvement Prepare customer facing Root Cause Analysis (RCA) documents Monitor and continually improve incident

include but are not limited to By gaining a deep understanding of who the agency is, what they are trying to achieve both strategically and operationally, Senior Customer Success Managers are able to align Motorola Software to the agency's outcomes, identify any risks or gaps to achieving those outcomes and deliver creative, cross functional solutions to customer challenge

Manage and work tickets escalated from the Support technicians and customers Write and modify Knowledgebase Articles for distribution and mentor and train others to reduce MTTR (Median Time To Resolution) for tickets in your area of expertise Working under minimal supervision, be responsible for reproducing / confirming product defects and reporting such defects to Produc

With remote access to customer systems, Install or troubleshoot the company's proprietary Software, identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras. Provide courteous and knowledgeable troubleshooting support over the phone, via email and in person. Ensure timely and accurate set up of all systems Phone Support during reg

Lead and oversee technology deployment operations processes, ensuring successful implementation and execution of projects. Develop, centralize, and institutionalize technology deployment processes, tools, training/onboarding programs, and metrics to drive operational excellence. Collaborate closely with cross functional teams and work partners to foster collaboration, ali

The Field Service Technician is responsible for post sale installation, optimization, maintenance and management of highly technical communication systems. Focus on maintaining optimal performance levels across an integrated system while taking a pro active approach to system level alarms/errors. Perform system hardware and software installation and optimization including

Night Shift Wednesday Saturday, 6 00 AM to 4 30 PM (Pacific Time) Under general supervision, this position will perform duties focused upon network/systems infrastructure, general troubleshooting, and outage reporting. Primary responsibilities include but are not limited to network monitoring and management, recording and resolving customer issues in a timely manner utili

Supervises technical support activities and provides direction to technical staff Coordinates employee work schedules and ACD staffing to maintain service level objectives Coaches individual performance to ensure operational excellence; develops SMART goals, training plans, and performance improvement plans Acts as Incident Commander (ICS/ITIL) during scheduled shifts and