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

Rockwell Automation is the largest company in the world dedicated to industrial automation and information. Here, we connect the imaginations of people with the potential of technology to make the world more experienced, more connected, and more productive

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

Monitoring plays a crucial role for our clients by ensuring that our business-critical infrastructure and applications are avail‐ able and performing. You will work with Observability Leads and partners to implement new monitoring and re‐ porting processes for critical applications, locations and departments.

This position is located onsite daily in Katowice.

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.
• Reduce Mean Time To Detect (MTTD) and Mean Time To Resolve (MTTR) while driving up Mean Time Between Failures (MTBF) 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 hand‐ offs 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. 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 work 5 years of experience or relevant work experience within IT incident management
• Experience in administration or support of networks, systems, storage, middleware, and applications
• ITIL orientation and ServiceNow experience
• Proficiency in analytical tools focused on Incident, Change and Problem management.
• Ability to see an incident from multiple points of view, and work with all team members on appropriate steps for interim or permanent resolution.
• Very good command of spoken and written English

What We Offer:

• Life insurance
• Private medical care
• Lunch Card
• Fund on the MyBenefit platform
• Annual bonus
• Christmas and holiday allowance from our organization Social Benefits Fund
• Co-financing for training

We believe that employee diversity is a key element of our common future. We provide opportunities for talent development with the entire organization. We support equality by celebrating the individuality of every person, regardless of their origin and identity. We appreciate the unique cultural pattern and variety of experiences in each of us. We invite all who want to join and change the world of Our organization.

expanding human possibility!

EEO Statement Rockwell Automation is an Equal Opportunity Employer including

#LI-AW2

#LI-Hybrid

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.