Problem Manager, Managed Services

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 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 About Rockwell Automation Rockwell Automation is a global technology leader dedicated to helping the worlds manufacturers become more productive, sustainable, and agile. With over 28, 000 employees worldwide, we are proud to support companies that feed the world, deliver life-saving medicine, and drive clean water and green mobility initiatives. We welcome all makers, forward-thinkers, and problem-solvers who are looking for a place to do their best work. If thats you, wed love to have you join us! Job Description The Problem Manager is responsible for owning the end-to-end problem management lifecycle across global NOC/SOC operations. This role ensures effective root cause analysis (RCA), eliminates recurring incidents, and enhances the stability of services spanning Data Center, Network, and Cybersecurity managed services. Location: Noida, India (Hybrid Schedule) Reports to: Manager, Poland Your Responsibilities Lead RCA investigations for major incidents; document and track corrective actions. Develop and maintain a Known Error Database (KEDB). Analyze incident trends and recurring issues to drive systemic improvements. Collaborate with Engineering, Service Delivery, and Vendor teams for permanent fixes. Present problem reviews to customers and internal leadership. Monitor effectiveness of preventive measures and problem resolution plans. Contribute to audit readiness and compliance reporting (e. g. , ISO 27001, NIST). The Essentials - You Will Have: 5+ years of experience in problem management or incident response in IT operations. Strong technical understanding of enterprise networks, data centers, and cybersecurity environments. Familiarity with ITIL framework Strong analytical, facilitation, and communication skills. Experience with tools like ServiceNow, Jira, or Remedy. Proficiency in English (minimum B2 level). The Preferred - You Might Also Have: ITIL 4 Practitioner: Problem Management certification Experience with virtualization platforms (VMware, Nutanix). Knowledge of server hardware (Dell, HP, Cisco). Familiarity with network switches (Cisco, HPE, Dell). Experience with Microsoft Windows Servers (2008-2025). Knowledge of backup solutions (Veeam, BackupExec, Cove, etc. ). Exposure to MSR solutions (e. g. , Cyolo, Claroty). Experience with infrastructure monitoring platforms. Familiarity with firewalls (Cisco, Palo Alto, Fortinet). What We Offer Comprehensive mindfulness programs, including premium Calm membership. Volunteer Paid Time Off (available after 6 months of employment). Company volunteer and donation matching programs. Employee Assistance Program. Personalized wellbeing programs through our OnTrack platform. On-demand digital course library for professional development. . . . and other local benefits! Our Commitment At Rockwell Automation, we are committed to building a diverse, inclusive, and authentic workplace. If youre excited about this role but dont meet every qualification, we still encourage you to apply. You might be the perfect fit for this or another role. Note: Employees are expected to work on-site at least on Mondays, Tuesdays, and Thursdays unless business obligations require otherwise. #LI-Hybrid #LI-MS2