Major Incident Manager

Rockwell Automation; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking an IT Major Incident Analyst to lead a technical support team in resolving high-priority incidents. This role involves coordinating major IT incidents, engaging with technical resources, and ensuring effective communication with stakeholders. You will play a crucial part in minimizing business disruption and enhancing incident management processes. Join a collaborative environment that values problem solvers and offers competitive benefits and development opportunities. If you have a passion for IT and a desire to make a difference, this is the perfect opportunity for you.

Benefits

Collaborative environment

Competitive benefits

Employee assistance program

Development opportunities

Hybrid work model

Qualifications

• 5+ years of experience in IT incident management.
• ITIL Foundations V3 or V4 Certification required.
• Strong analytical skills for incident resolution.

Responsibilities

• Manage major incidents and lead resolution efforts.
• Provide status updates to IT leadership and customers.
• Facilitate operational reviews and improve processes.

Skills

IT Incident Management

Analytical Tools Proficiency

ITIL Foundations Certification

Networking Knowledge

Windows and UNIX Systems

Database Management

Identity Access Management

Excellent Communication Skills

Education

Bachelor's Degree in IT or related field

Tools

ITSM Tools

Job description

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, 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

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!

Role Overview

Rockwell is seeking an influential IT professional to lead a technical support team through troubleshooting and resolving major incidents. The IT Major Incident Analyst manages high-priority incidents from identification to resolution, ensuring service level agreements are met and communication with customers is timely and relevant. The role involves coordinating major IT incidents, engaging technical and business resources, chairing incident bridge calls, and communicating with IT leadership and customers. The analyst will also work on improving incident management processes and collaborate with problem management teams to identify corrective actions. The role requires minimizing business disruption and reducing resolution times.

Responsibilities

1. Major Incident Command: Initiate and manage bridge calls to lead incident resolution.
2. Status Updates: Provide updates to IT leadership and customers.
3. Post-Incident Analysis: Lead investigations after incidents.
4. Metrics Improvement: Reduce MTTD and MTTR, increase MTBF.
5. Operational Reviews: Facilitate daily calls on incidents and changes.
6. Relationship Building: Partner with stakeholders to improve processes.
7. Process Improvement: Identify opportunities to optimize incident and problem management.
8. ITSM Collaboration: Manage response processes for P1/P2 incidents.
9. Administrative Tasks: Manage tickets and other tech disciplines.
10. Escalation: Escalate P1/P2 incidents appropriately.
11. Security Collaboration: Work with CISO on security operations.
12. Continuous Improvement: Enhance process effectiveness and customer experience.
13. On-Call Support: Participate in rotation for off-hours coverage.
14. Additional Responsibilities: Support ITSM and VICC operations.
15. Communication: Keep technical and management teams informed during recovery.

Experience/Skills Required

1. Bachelor's Degree or equivalent with 5 years of relevant IT incident management experience.
2. ITIL Foundations V3 or V4 Certification.
3. Experience managing tasks across multiple teams and vendors.
4. 3-5 years managing IT incidents, changes, or problems in a global organization.
5. Proficiency with analytical tools for incident, change, and problem management.
6. Ability to view incidents from multiple perspectives and collaborate on resolutions.
7. Knowledge of IT operations and systems, including networking, Windows, UNIX, servers, databases, and identity access management.
8. Excellent command of spoken and written English.

Additional Notes

• Location: Remote in India (Bangalore, Pune, Noida).
• Night shift: 11:30 PM to 8:30 AM IST.
• Willingness to provide on-call support on weekends.

We offer a collaborative environment, competitive benefits, and development opportunities. Hybrid work model. Support from our employee assistance program.

Primary Location: Bangalore, Pune, Noida

We are committed to equal employment opportunity and diversity in the workplace. If you are excited about this role but your experience doesn’t align perfectly, we encourage you to apply.