Incident Manager (Arabic speaker)

About Motorola Solutions

At Motorola Solutions, we are driven by a shared vision: to empower safer communities through innovation and collaboration. As a global leader in mission-critical communications and technology, we design and deploy solutions that protect people, property, and places—from advanced command centers to secure networks for schools, hospitals, businesses, and governments. Our work is not just about technology; it’s about making a tangible difference in the world by fostering safer nations. Join us and be part of a team that values your contributions and invests in your growth, where every role plays a vital part in building a safer future.

Role Overview

We are seeking a dedicated and technically proficient Incident Manager (Arabic speaker) to join our International Services team as an on-site customer support engineer. This critical position is integral to delivering and maintaining mission-critical operations systems, including the development, implementation, and optimization of customer applications and company products. Your expertise will ensure our customers achieve peak performance and operational success, aligning with our commitment to innovation and excellence in service delivery.

Key Responsibilities

As an Incident Manager, you will serve as a vital link between Motorola Solutions and our valued customers across the AMEA region. Your role will involve providing high-impact field engineering services to support the design, implementation, and maintenance of advanced systems built on Cloud Computing, AI, and Machine Learning technologies. Your responsibilities will include:

• Cross-Functional Collaboration: Partner with diverse teams across multiple technology stacks, including web, mobile, and middleware, to address complex business and technical challenges with precision and efficiency.
• Technical and Operational Support: Deliver exceptional technical and operational support for mission-critical IT and Radio systems, ensuring adherence to service level agreements (SLAs) and operational key performance indicators (KPIs).
• Incident and Performance Management: Proactively monitor and maintain system performance and availability, swiftly resolving incidents to minimize downtime and maximize reliability.
• Stakeholder Coordination: Work closely with Field Services Engineers and Technical Support Operations to ensure seamless execution of Maintenance Agreements (MAs) and alignment with contractual obligations.
• Resource and Calendar Management: Oversee the resource calendar to guarantee all MA deliverables are fulfilled on schedule, while coordinating with the Local Service Delivery Manager (SDM) for contract-related activities and tasking.
• Customer Engagement: Conduct regular meetings with customers to review service availability, performance metrics, and address inquiries or concerns related to project scope or deliverables.
• Technical Troubleshooting: Diagnose and resolve technical design-related issues, providing expert guidance and solutions to ensure uninterrupted system operations.
• Reporting and Documentation: Attend all scheduled and unscheduled customer meetings, providing detailed reports to the Team Lead and SDM to ensure transparency and accountability.

The core objective of this role is to uphold all service obligations to the customer while offering expert technical assistance and advice throughout the entire Maintenance Agreement lifecycle.

Qualifications and Requirements

To excel in this role, you must meet the following criteria:

• Education and Experience: A degree in Engineering or Sciences, or a minimum of four years of experience as a System Manager or in Field Service, with demonstrated expertise in Broadband PTT, Wired/Wireless Communication Systems, IT Systems, or Networking equipment.
• Legal Authorization: Eligibility to work indefinitely in the specified country without requiring employer-sponsored work permit assistance.
• Technical Background: Strong foundation in Network/IT, Broadband PTT, or Customer Service, with a keen ability to troubleshoot and resolve technical challenges.
• Communication Skills: Exceptional interpersonal and professional communication abilities, with fluency in both verbal and written English and Arabic.

Work Arrangements

This position requires occasional travel, with a travel requirement of less than 25%. Domestic relocation support is provided for eligible candidates. This is a full-time, experienced-level role designed for professionals committed to advancing their careers in a dynamic and impactful environment.