Major Incident Manager - Milwaukee, United States - Rockwell Automation

Rockwell Automation Milwaukee, United States

1 month ago

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Description

Mayfield Heights, Ohio, United States
Milwaukee, Wisconsin, United States
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 thework 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

Position Summary:

The Information Technology division of Rockwell Automation is building a Virtual, Integrated Command Center (VICC) and is looking for Major Incident Managers (MIMs), reporting to the Technical Leader - Command Center, and will assume shared responsibility for Rockwell's Major Incident Management processes with other MIMs globally.

You will operate during "day shift" and some weekends and will perform handoffs of open issues to other shifts in a follow the sun approach.

Rockwell is an advanced technology company, building a mix of hardware, software, and services solutions globally with modern software techniques supporting high demand manufacturing customers.

You will partner across Rockwell in the production support of Rockwell's development environments, Continuous Delivery chains, and other elements.

Where the production run of such software is delivered from Rockwell environments, you will assume Level 1.5 responsibilities with Application Delivery teams.

Monitoring plays a crucial role for our clients by ensuring that our business-critical infrastructure and applications are available and performing.

You will work with Observability Leads and business partners to implement new monitoring and reporting processes for critical applications, locations and functions.

This position is located onsite daily in either Mayfield Heights, OH or Milwaukee, WI.
You will report to a Technical Leader for our Command Center.

Your Responsibilities:
Application and infrastructure monitoring, configuration, maintenance, troubleshooting and documentation.
Provide on call support within a "follow the sun" model and in rotation during weekends.
Perform comprehensive monitoring in Rockwell's Information Technology Environment via Level 1.5 response.
Drive down Mean Time To Detect (MTTD) and Mean Time To Resolve (MTTR) while driving up Mean Time Between Failures (MTBF)
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, etc.)
Participate in technical and professional development and continuous learning.

Work with fellow MIMs to perform warm handoffs of open backlog and administrative work as the shift starts and ends.

Ensure post-mortem requirements are documented and closed out in totality.
Escalate P1 and P2 incidents to the appropriate parties as required.
Partner with the Chief Information Security Office (CISO) organization on Security Operations tasks to be performed with each shift.
Perform solid ticketing discipline for Incident, Change and Problem management.
Communicate both to technical and management teams during recovery operations.
The Essentials - You Will Have:

Bachelor's Degree or equivalent years of relevant work experience
Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
The Preferred - You Might Also Have:

Typically requires a minimum of 2+ years experience or relevant work experience within IT

Experience in Major Incident functions such as basic administration of networks, systems, storage, middleware, and applications, along with stakeholder management and communications.

Experience with enterprise monitoring solutions such as ServiceNow, Big Panda, etc.
Proficiency in analytical tools focused on Incident, Change and Problem management.
Experience performing in high pressure situations.

Ability to see an incident from multiple points of view, and work with all team members on appropriate steps for interim or permanent resolution.

Proficiency in Platform components, their functions, monitoring and detection of error conditions.

What We Offer:
Health Insurance including Medical, Dental and Vision
401k
Paid Time off
Parental and Caregiver Leave

Flexible Work Schedule where you will work with your manager to enjoy a work schedule that fit with your personal life.

To learn more about our benefits package, please visit at .

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.
This position is part of a job family. Experience will be the determining factor for position level and compensation.
#LI-MG4
#LI-Onsite
We are an Equal Opportunity Employer including disability and veterans.
If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at

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