I

IT Operations Manager

IND
Full-time
On-site
Mississippi, 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

  • The Information Technology division of Rockwell Automation is building a Virtual, Integrated Command Center (VICC) and is looking for a Lead.

    This is a new position and new function, reporting to the Director of Technical Operations, and will assume responsibility for Rockwell's Major Incident Management (MIM), monitoring, certain operational tasks, and some aspects of Security Operations teams.

    We are looking for someone with a solid background in IT command centers that can lead existing team members, while recruiting/building other functions to support the daily operations of Rockwell's Technology Environment.

    This is the first Shift Manager position, with others to be hired throughout the 2024 calendar year to cover US Day, Swing, and Graveyard shifts in a follow the sun approach.

    Most of Rockwell's real-time operations capabilities are sourced to our Technology partners.

    The VICC will be built over the next 12-18 months with a goal of integrating different types of monitoring and security data to create automated diagnostics/response functions.

    You will lead through a time of change while working to improve Rockwell's Mean Time To Detect (MTTD) and Mean Time To Recover (MTTR) from incidents.

    The Shift Managers will manage a group of Operators charged with eyes on glass oversight of Rockwell's operations, provide level 1 response to incidents, and perform different administrative duties. Security Operators will be a part of this team, report into the Shift Managers for delivery of Security functions, while taking direction from the CISO organization on what functions need to be performed.

    Rockwell is an advanced technology company, building a mix of hardware, software, and services solutions with modern software techniques supporting high demand manufacturing customers. The VICC will partner across Rockwell in the production support of Rockwell's development environments, Continuous Delivery chains, and other elements in the creation of software. Where the production run of such software is delivered from Rockwell environments, the VICC will assume some Level 1 responsibilities in coordination Application Delivery teams.

    Responsibilities

  • Lead a shift of Operators with the duty of comprehensive monitoring Rockwell's Information Technology Environment and Level 1 response.
  • Lead the Major Incident Management (MIM) team, driving down MTTD and MTTR while driving up MTBF
  • Partner with IT Service Management (ITSM) teams to ensure clarity and accuracy of skillset groups and manage response processes for Priority 1 & 2 incidents
  • Perform administrative tasks across a variety of technology disciplines (job, queue, DNS, DHCP, license, etc.)
  • Partner with the Technical Lead of Observability in the enhancement of Rockwell's Observability platform and contribute knowledge to the AIOps engine.
  • Build and oversee the technical and professional development of VICC personnel. A high percentage will be positions with above average attrition rates - Shift Managers will manage accordingly.
  • Work with fellow Shift Managers to ensure all positions are adequately staffed, rotations (where desired) are followed, and backlog of administrative work for the shift is completed.
  • Partner with the CISO organization on Security Operations tasks to be performed with each shift.
  • Partner with the CISO organization in the performance evaluation of Security Operations personnel
  • Ensure solid ticketing discipline for Incident and Change management.
  • Partner with all Rockwell Engineering groups and build a democratized, automated observability & response platform for Manufacturing, SaaS, software construction (SDLC), test, and delivery.
  • Partner with multiple development or application teams to ensure tools that surface telemetry, configuration data, and events are integrated into the Manager Of Managers (MOM).
  • Partner with the CISO organization in the use of the MOM to detect security incidents, feed SOAR capabilities, or other otherwise improve Rockwell's threat hunting or cyber response capabilities.
  • Partner with System, Network, Database, Storage, Backup, Container, and other platform disciplines in comprehensive monitoring profiles, event correlation, and health status.
  • Partner with Application Development Teams to ensure monitoring is fit for purpose and definition of monitoring standards at application layers for traceability, performance, change, interoperability, and SRE metrics.
  • Basic Qualifications:

  • Bachelor's degree in software engineering, MIS, Computer Science, or equivalent relevant work experience
  • Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
  • Preferred Qualifications:

  • Minimum 10+ years of relevant experience growing from hands-on technical roles into lead roles in Information Technology space
  • Excellent interpersonal, verbal, and written communication skills
  • Solid problem-solving skills, attention to detail, and critical thinking abilities
  • Ability to develop, implement and assess performance metrics
  • Strong facilitation and coaching skills
  • Excellent personal organization and ability to priorities and carry out multiple tasks
  • Able to influence and drive projects to meet key milestones and overcome challenges
  • Typically requires a minimum of 2 years experience in Command Center functions such as monitoring, L1 response, and basic administration of networks, systems, storage, middleware, and applications.
  • Proficiency in analytical tools focused on incident, problem, knowledge, release, and capacity management.
  • Communicate both to technical and management teams during recovery operations.
  • Experience managing shift oriented teams in high pressure situations.
  • Experience with Continuous Delivery practices, Agile/SAFe, across a large organization.
  • Passion for Continuous Process Improvement
  • See/represent the call-stack flow of an application and know the kinds of telemetry needed to quickly diagnose problems or visualize the run time environment.
  • See an incident from multiple points of view, and work with all team members on appropriate steps for interim or permanent resolution.
  • Proficiency in Platform components, their functions, monitoring and detection of error conditions.
  • Experience with Platform and Application components, services, their interactions, and how to detect problems.