Incident Manager (Arabic Speaker)

About the Company

Motorola Solutions is dedicated to building technologies that protect people, property, and communities worldwide. We foster a close-knit global community focused on safer schools, hospitals, businesses, and nations, supporting a safer future through innovation.

Role Overview

We are searching for a proficient Incident Manager fluent in Arabic to join our International Services team based in Riyadh. This on-site position involves providing expert field engineering services supporting mission-critical operations systems with a focus on advanced command and control center software solutions leveraging Cloud Computing, AI, and Machine Learning.

Key Responsibilities

• Collaborate with diverse technical teams working across web, mobile, and middleware platforms to solve intricate business and technical challenges.
• Deliver high-quality technical and operational support within a team framework, ensuring service level and operational KPIs are achieved for critical IT and Radio systems.
• Maintain system performance and uptime by managing incident and performance processes effectively.
• Coordinate closely with Field Services Engineers and Technical Support Operations to comply with Service Level Agreements (SLAs).
• Organize resource calendars to meet obligations under Maintenance Agreements (MA).
• Liaise with the Local Service Delivery Manager for contract deliverables and task execution.
• Conduct regular meetings with customers to review service availability and performance metrics.
• Address customer feedback and inquiries concerning project scopes or specific elements.
• Plan and perform technical tasks following approved processes and instructions.
• Troubleshoot technical issues related to system design and promptly resolve them.
• Participate in all scheduled and unscheduled customer meetings, reporting back to team leadership and the SDM.

Primary Objective

Ensure full compliance with service obligations and provide expert technical advice throughout the Maintenance Agreement lifecycle.

Basic Qualifications

• Degree in Engineering or Sciences, or a minimum of 4 years' professional experience as a System Manager or in Field Service roles, specializing in Broadband PTT, Wired/Wireless Communications, IT Systems, or Networking Equipment.
• Legal eligibility to work indefinitely in Saudi Arabia without sponsorship.
• Background knowledge in Network/IT, Broadband PTT, or Customer Service sectors.
• Strong interpersonal capabilities and communication skills.
• Fluent in both spoken and written English and Arabic languages.

Additional Information

• Travel requirements are under 25%, with domestic relocation assistance provided.
• This is an experienced-level position.
• No referral incentive program currently active.

Equal Opportunity Employer Statement

Motorola Solutions values diversity and is committed to providing equal employment opportunities without discrimination based on legally protected characteristics. We encourage applicants who may not meet all preferred qualifications but believe they can contribute meaningfully to our team.