Major Incident Manager
Rockwell Automation
2 d. temu

Job Description

Rockwell is looking for an energetic, influential IT professional that can lead a team of highly technical IT support team members through troubleshooting and resolution of major incidents.

The IT Major Incident Manager is the primary point of contact to manage high priority incidents and problems from identification through resolution.

This position supports the customer-centric view including delivering on service level agreements and the objective of timely, relevant communication to customers.

The IT Major Incident Manager is responsible for leading the coordination of major IT incidents, engaging technical and business resources as necessary.

Primary responsibilities include chairing major incident management bridge calls, driving a sense of urgency with the support teams and sending executive communications to IT leadership and customers.

The IT Major Incident Manager will drive continuous improvement activities in both the Major Incident Management process and the root-cause analysis process that succeeds every major incident.

This position will work with the investigation team and Problem Management team to identify corrective and preventative actions and measures.

The IT Major Incident Manager will act as an escalation point for the support teams, IT leadership and our business partners with a focus of minimizing business disruption and reducing time to resolve.

In this role you will :

Major Incident Command - initiate and manage bridge calls to drive incident resolution as quickly as possible

Provide status updates to IT leadership and customers on current IT issues and actions being taken

Lead / participate in post-mortem investigations after each major incident

Facilitate daily operations calls to provide review of major incidents, emergency changes, upcoming production changes, and activities potentially impacting IT services

Establish and cultivate relationships with stakeholders to create and support the incident and problem management processes

Define and advance opportunities to improve incident and problem management to optimize performance and cost

Analyze incident trend data to identify and eliminate root causes

Focus on continuous improvement of the incident and problem management process, including inputs from and outputs to other IT processes

Generate KPI reports to measure success of the critical incident process, trend analysis reports of recurring critical incidents, monthly metrics on outages and critical incidents, and other reports as required

Act as an escalation point for the support teams, IT leadership or business partners

Work closely with management to implement initiatives that will improve process effectiveness and our customer experience

Willing to be on-call in a rotation with other Incident Managers, to cover any major incidents off-hours, on the weekends or for vacation coverage

Perform other duties as assigned to support IT Service Management

Qualifications :

Bachelor’s Degree in IT, MIS, or related field

Demonstrated leadership skills in managing tasks across multiple teams including vendors and managed service providers

ITIL Foundations V3 or V4 Certification

Equivalent work experience with a total of 3-5 years managing IT incidents, changes, or problems or similar role in a global organization

Knowledge of IT Operations and key systems

Demonstrated ability to communicate complicated IT issues to IT users, non-IT end users and executive leadership. Must possess excellent communication skills.

Knowledge of IT Operations and key systems

Working understanding of networking, Windows and UNIX operating systems, servers, databases, application development and identity access management

Desired Qualifications :

Lean IT Six-Sigma Certifications

ServiceNow or other ITSM tool experience

Experience with Agile SAFE Methodology

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