Service Delivery – GenAI Monitoring & Analysis at Motorola Solutions

Company OverviewAt Motorola Solutions we believe that everything starts with our people. Were a global close-knit community united by the relentless pursuit to help keep people safer everywhere. Our critical communications video security and command center technologies support public safety agencies and enterprises alike enabling the coordination thats critical for safer communities safer schools safer hospitals and safer businesses. Connect with a career that matters and help us build a safer future. Department OverviewA smarter store starts with smarter communication. Theatro our user-friendly voice-driven AI platform provides retail workers with real-time discreet and efficient communication helping them stay safe and productive while delivering top-notch customer service.Job DescriptionWe are seeking a detail-oriented and analytical professional to join our Service Delivery team focusing on Generative AI (GenAI) Monitoring and this role you will oversee the performance reliability and user experience of deployed GenAI solutions. You will work across teams to identify performance trends proactively detect issues analyze usage and feedback data and support the continuous improvement of AI services.Key Responsibilities:Monitor the health and performance of deployed GenAI systems using logs metrics dashboards and user feedbackAnalyze AI outputs identify anomalies and surface quality concerns or potential model driftCollaborate with engineering product and data science teams to triage and resolve issuesMaintain documentation for monitoring processes incident response and known issuesTrack and report on KPIs related to GenAI usage stability responsiveness and accuracyDrive root cause analysis and recommend operational improvements or retraining needsFacilitate feedback loops between end-users and technical teams to improve GenAI outputsContribute to the development of playbooks escalation paths and runbooks for GenAI servicesSupport readiness efforts for new GenAI releases and features from a service delivery perspectiveRemain flexible and shift focus to support other key-projects as business needs evolveRequired Qualifications:3 years in a service delivery operations data analysis or product support role ideally in a tech or AI environmentFamiliarity with Generative AI concepts and LLM (Large Language Model) applicationsStrong analytical skills with experience working with large datasets and interpreting system logsExperience using monitoring and incident management toolsEffective communicator with a user-first mindset and the ability to work across functionsUnderstanding of SLAs KPIs and service health monitoring best practicesPreferred Qualifications:Experience supporting or monitoring GenAI-powered applications in production environmentsExposure to AI/ML model evaluation techniques or prompt testing workflowsKnowledge of prompt engineering and/or fine-tuning LLMsPrior experience in an enterprise SaaS or platform environmentTarget Base Salary Range: $85000 - $115000 USDConsistent with Motorola Solutions values and applicable law we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge skills and experience. The actual offer will be based on the individual candidate.#LI-RS1Basic RequirementsBachelors degree3 years in a service delivery operations data analysis or product support role ideally in a tech or AI environmentTravel RequirementsUnder 10%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYesOur :Incentive Bonus PlansMedical Dental Visionbenefits401K with Company Match10 Paid HolidaysGenerousPaidTime Off PackagesEmployee Stock Purchase PlanPaidParental & Family Leaveand more!EEO StatementMotorola 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 youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.Were 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 complete thisReasonable Accommodations Formso we can assist you. Key Skills Electrical Engineering,Clinical Research,Corporate Sales,Key Account,AutoCAD Drafting Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 85000 - 115000