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Emergency Call Management

3 months ago

Gatineau, Canada Motorola Solutions Full time
Company Overview

At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.

Department Overview

The Emergency Call Management organization consists of Emergency Call Handling and Emergency Call Routing teams. Production systems running our products from both teams are public cloud-based solutions requiring 99.999% or greater availability.

The Emergency Call Handling team is responsible for SaaS solutions that provide telecommunicators and supervisors intelligence, flexibility and mobility to help save lives. Trusted by thousands, answering over 65% of all 9-1-1 calls in the US, our call handling software offers PSAPs proven technology that increases productivity and continually strengthens how our customers coordinate response, and exchange life-saving information.

The Emergency Call Routing team is responsible for SaaS solutions that provide geospatial and traditional call-routing capabilities to communities, regions, and states. These systems are ultra highly available, providing the service to route any caller dialing 9-1-1 (or 1-1-2, etc.) to the appropriate public safety answering point (PSAP) as quickly as possible. This position supports all of the Emergency Call Management organization.

Job Description

As a software engineer on the Emergency Call Management site reliability engineering (ECM-SRE) team you will join a team of talented software engineers who work directly with product and engineering teams to constantly improve reliability across our suite of public safety products.

Your responsibilities will include:

  • Architecture and implementation of Monitoring/Observability objectives. This includes maintenance of Alert response playbooks.
  • Creation and reinforcement of the HA and reliability strategy.
  • Triage of customer-reported incidents and problems to the proper software team, requiring troubleshooting and problem management skills.
  • Maintenance and reporting of SLOs and error budget.
  • Facilitation of Chaos Engineering activities with multiple engineering teams.
  • Developing the SRE culture and sharing best practices across Motorola Solutions’ Emergency Call Management organization.
  • On-call support alongside multiple engineering teams for products and services in production. This role focuses on Incident Command to maintain focus and direction of the incident process. This is essential to meet regulatory reporting requirements.
  • Assist Motorola Solutions’ customer support teams in creating customer facing communication documents, requiring strong communication skills.
  • Facilitation of Failure Mode and Effects Analysis with multiple engineering teams.

The right individual will have a passion for observability, reliability, automation, incident response, and enabling innovation.

Basic Requirements
  • BS in Computer Engineering (or equivalent degree)
  • 4+ years of professional software development experience
  • Excellent communication skills
  • Experience developing cloud-based applications
  • Experience developing REST-based APIs and implementing microservice principles and architectures
  • Experience with modern DevOps tooling (including CI/CD pipelines)
  • Familiarity with the concepts involved in designing a high availability architecture
  • Familiarity with observability and monitoring
  • Familiarity with automated testing
  • Creativity and persistence when solving complex problems
  • Enthusiasm for learning key technologies, architectures, processes, and best practices
Preferred Skills
  • Familiarity with SRE or DevOps
  • Familiarity with container deployment and orchestration technologies at scale
  • Familiarity with SLOs and SLIs
  • Familiarity with incident response, disaster recovery, root cause analysis, and postmortems
  • Familiarity with IaC
  • Familiarity with chaos engineering
  • Familiarity with redundancy and failovers
  • Familiarity with capacity planning and load balancing
  • Familiarity with service mesh
  • Familiarity with feature flags, canary releases, or blue/green deployments
  • Familiarity with hybrid cloud architecture
  • Familiarity developing cloud-based applications with a multi-tenant database architecture
  • Familiarity with systems programming (network stack, file system, OS services) and networking (L2 vs. L3, network architecture, VLANs, etc)
  • Experience working in Agile teams leveraging Scrum, Kanban, or other methodologies and/or understanding of Agile development concepts
  • Experience being on-call for a product in production
Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.

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