Network & Security Operations Analyst

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video, and services help our customers work safely and more efficiently. Whether it's helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential, and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

The Melbourne Network & Security Operations Control Centre (NSOC) is our 24/7 single point of contact for our managed and support services customers in ANZ. From the NSOC, we manage, monitor, and respond to our customers' faults, requests, and inquiries, alongside proactive monitoring to ensure speedy response and maximum service availability. A range of proactive activities are coordinated by the NSOC including preventative maintenance, system upgrades, and other optimization activities.

The NSOC is part of the global Centralized Managed and Support Operations (CMSO) organization, alongside other NSOCs, technical support, and customer care functions around the world.

CORE RESPONSIBILITIES & DUTIES
This role encompasses three primary domains of responsibility:
1. Senior Technical Support Specialist / Team Leader (STSS/TL) Duties
Shift Leadership: Act as Acting Shift Supervisor and serve as the first point of contact for NSOC staff inquiries on shift, escalating to the NSOC Manager as required.
Incident & Escalation Leadership: Take technical ownership of Major Incidents (identify, communicate, and utilize appropriate resources for resolution). Serve as Major Incident Coordinator on shift and handle in-person or email escalations.
Process & Quality Improvement: Lead process document improvements, process implementation, and continuous operational enhancements.
Mentoring & Assessments: Mentor TSS team members and conduct knowledge assessments.
Recruitment & Hiring: Participate actively in the NSOC hiring and interviewing process.
Project Ownership: Take ownership of assigned projects and deliver required outcomes on schedule.
Reporting: Document and distribute all Major Incident review reports in the agreed format.

2. Technical Support Specialist (TSS) Duties
Monitoring & Support: Monitor Motorola Solutions infrastructure using a variety of network tools; respond swiftly and accurately to all alerts to maintain uptime within Service Level Agreements (SLAs).
Incident Management: Log, troubleshoot, and resolve network incidents. Escalate issues exceeding time limits to specialized teams and work with them through to resolution.
Customer Interaction: Serve as a primary point of contact for network-related issues via phone and email. Provide high-quality tier 1/2 support during high-volume periods.
Preventative Maintenance: Perform proactive and preventative system management tasks to ensure optimal system performance and service availability.
Knowledge Base Maintenance: Document resolution steps for incidents and contribute updates to the knowledge management database.
Systems Data Integrity: Update and maintain data integrity across various operational database systems used in the NSOC.

3. Network & Security Operations (NSOC) Analyst Duties
SOC Ticketing & Alert Monitoring: Monitor the SOC ticketing system (ServiceNow) and assign Alert Team Feed Views to maintain continuous triage and response—especially during non-standard business hours.
Performance & SLA Targets:
Alert Processing: Target an average processing rate of 5 alerts per hour or generate 2 unique tickets.
Time to Response (TTR): Maintain an average TTR of 30 minutes per alert (from new status to closure or customer notification), unless escalated.
Ticket Generation: Dedicate no more than 20 minutes on average to ticket creation, unless under escalation.
Incident Response Escalations: Exercise authority to engage the Incident Response (IR) team when required, or coordinate with leadership and peers.
Quality Assurance (QA): Participate in monthly QA evaluations, reviewing peer-processed alerts assigned by the QA lead.
Customer Engagement: Provide insights on customer calls as needed to ensure clear communication and customer satisfaction.
Continuous Upskilling: Actively engage in self-guided learning, the SOC training pipeline, and professional development during available shift time

Job Title:Network & Security Operations Analyst / Team Lead
Location: Melbourne
Salary: $70,000.00 - $85,000.00
Full-time: 37.5 hours per week
Permanent Position