Major Incident Manager

Rockwell Automation — Pune, India

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 Major Incident Manager Pune-India Rockwell seeks a proactive IT professional to lead a technical support team in resolving major IT incidents. Key duties include managing incident bridge calls, coordinating resources, ensuring service level agreements, and communicating with IT leadership and customers. The role also focuses on improving incident and root-cause analysis processes, collaborating with investigation and problem management teams to implement corrective actions. This position reports to the Team Lead (Reporting Manager) and follows a hybrid schedule in Pune , India. You will Report to the Team Lead. Your Responsibilities: 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

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