Senior Systems Engineer

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property, and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

The 'Pronto' team serves as the UK's leading provider of mobile policing applications, supporting 50% of the country's 45 police forces and over 70,000 active officers each day. The Hosted Applications team takes primary responsibility for managing the Pronto application across the hosted environment. Our dedicated group remotely oversees these Pronto instances for all hosted customers, directly ensuring platform stability, driving optimal performance, and maintaining continuous operational monitoring.

Job Description

This role is primarily remote, with occasional travel to offices.

Operating within Motorola Solutions’ Hosted Applications Team, the Senior Systems Engineer holds a pivotal, highly technical role combining application lifecycle engineering with key client-facing responsibilities. Leveraging over 7 years of engineering expertise, you will maintain end-to-end accountability for managing and sustaining the operational resilience of the mission-critical Pronto Digital Policing application for frontline emergency services and Police forces.

In this position, you will drive key deployment initiatives for standard product enhancements and customized client features. You will serve as an operational liaison between software engineering and shared platform services teams while maintaining direct customer engagement. Key responsibilities involve analysing complex software issues, directing patch rollouts and release cycles, and translating customer feedback into actionable application enhancements.

Serving as the main technical point of contact, you will manage client-facing operations, align infrastructure and application workflows, and lead technical discussions during weekly meetings and service reviews. You will also evaluate platform health, monitor key performance metrics to uphold strict Service Level Agreement (SLA) standards, and work with customer technical project managers to resolve technical issues for their customers.

You will manage and maintain SQL Server clusters, which house essential Pronto application data. You will make sure customer data remains secure, the system runs reliably, and all processes stay perfectly aligned with the daily needs of our police and emergency service teams.

Key responsibilities of Senior Systems Engineer:

• Service Reviews & Client Engagement: Participate in and lead technical sections of regular customer service reviews/weekly meetings with key police force stakeholders to present system performance, address operational concerns, and ensure high customer satisfaction.
• SLA & Delivery Oversight: Monitor system performance against agreed contractual SLAs, proactively driving improvements to minimize downtime and prevent service-impacting incidents.
• Software Engineering Liaison: Serve as the primary operational contact for the core Pronto Software Engineering team. Gather operational insights and coordinate release management activities, including application hotfixes, feature rollouts, and platform deployments.
• Data Integrity & Governance: Manage the lifecycle of customer data, including regular audits, integrity checks, and compliance with data protection policies to ensure high availability and security of sensitive information.
• Shared Services Collaboration: Collaborate with the internal Shared Services team to convert application demands into technical specifications and initiate change requests as necessary.
• Documentation: Author and maintain customer-facing Interface Control Documents (ICDs), defining precise technical specifications and protocols required for external system integration with the Pronto platform.
• Problem & Incident Management: Collaborate with the incident management team to investigate and resolve complex system issues, driving effective solutions and long-term preventative measures.
• Technical Mentorship & Knowledge Sharing: Serve as a primary technical resource for the team, identifying and bridging knowledge gaps by providing guidance and training to lower-level engineers, especially in under-represented or critical technical areas.