IT Analyst

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

Observability Operator - Command Center

• 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 who take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, looking for a place to use their strengths. And if that's you we would love to have you join us!

The Information Technology division of Rockwell Automation is building a Virtual, Integrated Command Center (VICC) and is looking for Observability Operators. This is a new position and new function, reporting to the Technical Leader – Command Center, and will assume responsibility for Rockwell's observability, monitoring, certain operational tasks, and some aspects of Security Operations. We are looking for someone with a solid background in IT infrastructure who will perform "eyes on glass" responsibilities to support the daily operations of Rockwell's Technology Environment. You will operate during the "day shift" and some weekends and will perform handoffs of open issues to other 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 the goal of integrating different types of monitoring and security data to create automated diagnostics/response functions. You will learn and help shape the role during a time of change while working to improve Rockwell's Mean Time To Detect (MTTD) and Mean Time To Recover (MTTR) from incidents. Operators will provide level 1 responses to incidents and perform different administrative duties.

Rockwell is an advanced technology company, building a mix of hardware, software, and services solutions globally 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 with Application Delivery teams.

Monitoring plays a crucial role for our clients by ensuring that our business-critical infrastructure and applications are available and performing as required. You will help to maintain our tools and work with business partners to implement new monitoring for critical applications.

Responsibilities

• Application and infrastructure monitoring, configuration, maintenance, troubleshooting and documentation.
• Provide on call support within a "follow the sun" model, as well as in rotation during weekends.
• Perform comprehensive monitoring in Rockwell's Information Technology Environment via Level 1 response.
• Partner with the Major Incident Management (MIM) team, driving down MTTD and MTTR while driving up 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.)
• Contribute knowledge to the AOLs engine.
• Participate in technical and professional development and learning.
• Work with fellow Operators to perform warm handoffs of open backlog and administrative work as the shift starts and ends.
• Escalate P1 and P2 incidents to the appropriate parties as required.
• Partner with the CISO organization on Security Operations tasks to be performed with each shift.
• Perform solid ticketing discipline for Incident and Event management.
• Partner with System, Network, Database, Storage, Backup, Container, and other platform disciplines in comprehensive monitoring profiles, event correlation, and health status.
• Perform monitoring 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

• 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.
• Experience with enterprise monitoring solutions such as Big Panda, AppDynamics, PagerDuty, SolarWinds, etc.
• Proficiency in analytical tools focused on incident and event management.
• Communicate both to technical and management teams during recovery operations.
• Experience performing in high-pressure situations.
• 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.

Benefits:

• The ability to collaborate with, learn from colleagues in a highly complex, global organisation.
• We provide a working environment with a creative company, paired with a great compensation package, great benefits, and a supportive atmosphere where you can sharpen with new challenges and development opportunities.
• Hybrid work-from-home and at a determined Rockwell Automation facility.
• Corporate Social Responsibility opportunities,
• Support from our 24/7 employee assistance program.
• Reporting will to Technical Lead.

Primary work location: Noida/Pune/Bangalore, India.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

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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.