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Major Incident Manager

Major Incident Manager

Rockwell Automation

3 - 5 years

22 - 27 Lacs

pune

Posted:1 day ago| Platform:

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Skills Required

unix it services ticketing automation networking analytical incident management windows it operations technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

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:

Bachelors 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

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Major Incident Manager