Service Delivery GenAI Monitoring & Analysis

Motorola SolutionsRichardson, TX, US

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Job Description

We are seeking a detail-oriented and analytical professional to join our Service Delivery team, focusing on Generative AI (GenAI) Monitoring and Analysis. In 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 feedback
Analyze AI outputs, identify anomalies, and surface quality concerns or potential model drift
Collaborate with engineering, product, and data science teams to triage and resolve issues
Maintain documentation for monitoring processes, incident response, and known issues
Track and report on KPIs related to GenAI usage, stability, responsiveness, and accuracy
Drive root cause analysis and recommend operational improvements or retraining needs
Facilitate feedback loops between end-users and technical teams to improve GenAI outputs
Contribute to the development of playbooks, escalation paths, and runbooks for GenAI services
Support readiness efforts for new GenAI releases and features from a service delivery perspective
Remain flexible and shift focus to support other key projects as business needs evolve

Required Qualifications :

3+ years in a service delivery, operations, data analysis, or product support role, ideally in a tech or AI environment

Familiarity with Generative AI concepts and LLM (Large Language Model) applications

Strong analytical skills with experience working with large datasets and interpreting system logs

Experience using monitoring and incident management tools

Effective communicator with a user-first mindset and the ability to work across functions

Understanding of SLAs, KPIs, and service health monitoring best practices

Preferred Qualifications :

Experience supporting or monitoring GenAI-powered applications in production environments

Exposure to AI / ML model evaluation techniques or prompt testing workflows

Knowledge of prompt engineering and / or fine-tuning LLMs

Prior experience in an enterprise SaaS or platform environment

Basic Requirements

Bachelor's degree

3+ years in a service delivery, operations, data analysis, or product support role, ideally in a tech or AI environment

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Our U.S. Benefits include :

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K

10 Paid Holidays

Generous Paid Time Off Packages

Employee Stock Purchase Plan

Paid Parental & Family Leave

and more!

EEO Statement

Motorola 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 you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.

We're 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 this Reasonable Accommodations Form.

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