IT Digital Operations & Release Manager

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

Department Overview

Our IT organization has a critical role in driving extraordinary business results. Through a strong partnership with other areas of our business, we bring innovative thinking to every conversation and deliver with integrity. We’re looking for people who bring great ideas and who make our partners’ ideas better. Intellectually curious advisors (not order takers) who focus on outcomes to creatively solve business problems. People who not only embrace change, but who accelerate it.
As the Digital IT Operations and Release Manager, you will be responsible for all aspects of support for Motorola Solutions’s digital IT application landscape, which includes eCommerce, Self-Service and Engagement applications. You will lead the processes for handling key problems and incident management including triaging and reporting on incidents and change requests. You will define and lead software releases and deployment planning by working with development and IT operation teams to implement high quality services.
Job Description

Scope of Responsibilities/Expectations:

• Responsible for the oversight of the digital operational activities that support the implementation and day to day 24x7 support of MSI’s digital application ecosystem to meet service level agreements for incidents and problems.

• Manages the production support function including establishing procedures, monitoring, troubleshooting issues and escalations with vendors and internal teams.

• Work with key stakeholders including business, development teams, operations and support teams, and vendors.

• Refine and drive support strategy to ensure availability of services and business continuity.

• Define and refine operations SLAs to maintain a high level of customer satisfaction

• Ensure timely adherence of design transfer activities from development to support, and drive knowledge transfer to the respective teams

• Drive initiatives for standardization, automation and self-service

• Report site metrics on performance, application availability and incidents/problems to key stakeholders from IT and Business

• Continually improve and optimize operational efficiency through process improvement and automation.

• Accountable for development efforts to address defects and enhancements

• Accountable for scheduling, planning and controlling the software delivery process

• Accountable for ensuring quality gates are met before releases are deployed to production

• Accountable for coordination and dependency management for releases.

Desired Background/Knowledge/Skills

• Experience managing global operations for large scale customer facing applications and defining and refining operational SLAs.

• Experience leading operations at least one of a SaaS/Cloud based environment (AWS, GCP, or Azure)

• Experience leading website & ecommerce application operations.

• Knowledge of ITSM industry best practices and processes.

• Practical experience with web application and performance monitoring tools, and defining monitoring strategies.

• Ability to utilize quantitative inputs to identify trends and opportunities to steer change or improvements.

• Experience defining and creating standard operating procedures.

• Global B2B and B2C ecommerce technical operations experience preferred.

• Adobe Experience Manager (AEM) and Oracle Commerce Cloud (OCC) experience is desired.

• Experience managing change within ServiceNow and JIRA.

• Experience in Continuous Integration and Continuous Delivery (CI/CD) pipelines

Additional Requirement:

• Bachelor’s degree in Computer Science, Information Systems or MIS from an accredited university. 

• Experience with ITSM processes and tools. 

• At least 5 years of operational experience in areas supporting ecommerce and digital Self Service applications.

• Strong communication and collaboration skills and the ability to form valuable partnerships and working relationships with support and development teams, as well as key business stakeholders and vendors.

• Agile (Scrum, SAFe, etc.) and DevOps experience required

#LI-MP2

#LI-HYBRD

Basic Requirements

• Bachelors Degree with 5+ years of professional experience
• OR Masters Degree with 3+ years of professional experience

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Motorola Solutions and maintain compliance with these requirements.

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanNo

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 9 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.