Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

Role : Major Incident Manager

Report to Team Lead

Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and Agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers who take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers looking for a place to grow as members of our team. And if that's you we would love to have you join us!

Rockwell is looking for an influential IT professional who can lead a team of technical IT support team members through troubleshooting and resolution of major incidents. The IT Major Incident Analyst is the primary contact to manage high-priority incidents and problems from identification through resolution. You will support the customer-centric view including delivering on service level agreements and the objective of timely, relevant communication to customers. The IT Major Incident Analyst leads the coordination of major IT incidents, engaging technical and business resources. Primary responsibilities include chairing major incident management bridge calls, with the support teams, and sending executive communications to IT leadership and customers. You will improve activities in both the Major Incident Management process and the root-cause analysis process that succeeds in every major incident. You will work with the investigation team and Problem Management team to identify corrective and preventative actions and measures. You will be an escalation point for the support teams, IT leadership, and our partners with a focus on minimizing business disruption and reducing time to resolve.

Responsibilities:

• Major Incident Command - initiate and manage bridge calls to lead incident resolution as quickly as possible
• Provide status updates to IT leadership and customers on current IT issues and actions being taken
• Lead/participate in post-mortem investigations after each major incident
• Reduce Mean Time to Detect (MTTD) and Mean Time To Resolve (MTTR) while driving up Mean Time Between Failures (MTBF) Mean Time Between Failures (MTBF).
• Facilitate daily operations calls to provide a review of major incidents, emergency changes, upcoming production changes, and activities potentially affecting IT services
• Establish and cultivate relationships with partners to create and support the incident and problem management processes
• Define the opportunities to improve incident and problem management to optimize performance and cost
• Partner with IT Service Management (ITSM) teams to manage response processes for Priority 1 & 2 incidents (P1/P2) Perform administrative tasks across a variety of technology disciplines (job, queue, DNS, DHCP, license)
• Focus on continuous improvement of the incident and problem management process, including inputs from and outputs to other IT processes
• Perform solid ticketing discipline for Incident, Change and Problem management.
• Escalate P1 and P2 incidents to the appropriate parties. Partner with the Chief Information Security Office (CISO) organization on Security Operations tasks to be performed with each shift.
• Work with management to implement plans to improve process effectiveness and our customer experience
• Willing to be on-call in a rotation with other Incident Managers, to cover any major incidents off-hours, on the weekends, or for vacation coverage
• Perform additional responsibilities as assigned to support IT Service Management & our Rockwell VICC – Virtual Integrated Command Center.
• Communicate both to technical and management teams during recovery operations.

Experience/ Skills Required:

• Bachelor's Degree or equivalent work 5 years of or relevant work experience within IT incident management
• ITIL Foundations V3 or V4 Certification.
• Skills in managing tasks across multiple teams including vendors and managed service providers
• Equivalent work experience with a total of 3-5 years managing IT incidents, changes, or problems or similar roles in a global organization
• Proficiency in analytical tools focused on Incident, Change, and Problem management.
• Experience to see an incident from multiple points of view, and work with all team members on appropriate steps for interim or permanent resolution.
• Knowledge of IT Operations and important systems
• Work understanding of networking, Windows and UNIX operating systems, servers, databases, application development, and identity access management
• Excellent command of spoken and written English.

Note –

• You will be based in our India Location - (Remote)
• Night Shift timings: 11:30 PM to 8:30 AM IST
• Willingness to provide on-call support on weekends when needed.

Benefits:

The ability to collaborate with, learn from colleagues in a complex, global organisation. We provide a working environment with a creative company, paired with a great compensation package, great benefits, and a supportive atmosphere where you can sharpen with new challenges and development opportunities. Hybrid work-from-home and at a determined Rockwell Automation facility. Corporate Social Responsibility opportunities, Support from our 24/7 employee assistance program.

Primary Location: Bangalore, Pune and Noida

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

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