Major Incident Manager

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

Major Incident Manager

Pune-India

Rockwell seeks a proactive IT professional to lead a technical support team in resolving major IT incidents. Key duties include managing incident bridge calls, coordinating resources, ensuring service level agreements, and communicating with IT leadership and customers. The role also focuses on improving incident and root-cause analysis processes, collaborating with investigation and problem management teams to implement corrective actions. This position reports to the Team Lead (Reporting Manager) and follows a hybrid schedule in Pune , India.

You will Report to the Team Lead.

Your Responsibilities:

• Lead and manage bridge calls to expedite incident resolution.
• Provide regular status updates to IT leadership and customers regarding current IT issues and actions taken.
• Work to reduce Mean Time to Detect (MTTD) and Mean Time To Resolve (MTTR), while increasing Mean Time Between Failures (MTBF).
• Facilitate daily operations meetings to review major incidents, emergencies and scheduled changes, and activities influencing IT services.
• Identify and implement opportunities to optimize incident and problem management for performance and cost efficiency.
• Collaborate with IT Service Management (ITSM) teams to coordinate responses to Priority 1 and 2 incidents (P1/P2) and perform administrative tasks across various technological platforms.
• Maintain disciplined ticketing practices for Incident, Change, and Problem Management.
• Escalate major P1, P2, and P3 incidents as needed and coordinate with the CISO on security operations.
• Partner with management to implement initiatives that drive process effectiveness and improve customer experience.
• Participate in an on-call rotation with other Incident Managers to provide coverage during off-hours, weekends, or employee absences.
• Perform additional duties assigned in support of IT Service Management and the Rockwell Virtual Integrated Command Center (VICC).

The Essentials - You Will Have:

• ITIL Foundations V3 or V4 Certification.
• Proven leadership abilities in managing cross-functional tasks, including working with vendors and managed service providers.
• At least 3-5 years'equivalent experience managing IT incidents, changes, or problems within a global organization.
• Proficient in analytical tools related to Incident, Change, and Problem Management.
• Solid understanding of IT Operations and core systems.
• Excellent verbal and written English communication skills.

The Preferred - You Might Also Have:

• Bachelor's Degree or equivalent; minimum of 5 years and maximum 7 years' relevant experience in IT incident management.
• Ability to approach incidents from diverse perspectives and collaborate with teams to determine appropriate interim and permanent solutions.
• Working knowledge of networking, Windows and UNIX operating systems, servers, databases, application development, and identity access management.

What We Offer:

Our benefits package includes …

• Comprehensive mindfulness programs with a premium membership to Calm

• Volunteer Paid Time off available after 6 months of employment for eligible employees.
• Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• Employee Assistance Program
• Personalized wellbeing programs through our OnTrack program
• On-demand digital course library for professional development

... and other local benefits!

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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Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.