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 Systems Engineer holds a highly technical role combining application lifecycle engineering with client-facing responsibilities. Leveraging over 3 years of engineering expertise, you will share 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 assist with key deployment initiatives for standard product enhancements and customised client features. You will act as a technical link between software engineering and shared platform services teams while maintaining direct customer engagement. Key responsibilities involve assisting in analysing software issues, supporting patch rollouts and release cycles, and contributing customer feedback towards application enhancements.

Serving as a technical point of contact, you will support client-facing operations, help align infrastructure and application workflows, and participate in technical discussions during weekly meetings and service reviews. You will also monitor platform health and key performance metrics to help uphold strict Service Level Agreement (SLA) standards, working alongside project managers to resolve technical issues for customers.

You will help maintain SQL Server clusters, which house essential Pronto application data. You will support data security, system reliability, and standard operational processes aligned with the daily needs of our police and emergency service teams.
Key responsibilities of Systems Engineer:

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Service Reviews & Client Engagement: Participate in regular customer service reviews and weekly meetings with key police force stakeholders to assist in presenting system performance, address operational concerns, and support customer satisfaction efforts.

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SLA & Delivery Oversight: Assist in monitoring system performance against agreed contractual SLAs, supporting team efforts to minimise downtime and prevent service-impacting incidents.

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Software Engineering Liaison: Act as an operational liaison for the core Pronto Software Engineering team. Help gather operational insights and support release management activities, including application hotfixes, feature rollouts, and platform deployments.

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Shared Services Collaboration: Work closely with the internal Shared Services team to align application demands with technical specifications and assist in submitting change requests as needed.

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Documentation: Contribute to and maintain customer-facing Interface Control Documents (ICDs), detailing technical specifications and protocols required for external system integration with the Pronto platform.

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Problem & Incident Management: Support the incident management team in investigating and resolving system i