Senior 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 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 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" duties in support of the daily operations of Rockwell's Technology Environment. You will operate during "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 a 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 response 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. You will help to maintain our tools and work with partners to implement new monitoring for important applications.

You will be on-site based in Mayfield Heights, OH in this role. You will be reporting to the Technical Leader - Command Center.

Your Responsibilities:

• Application and infrastructure monitoring, configuration, maintenance, troubleshooting and documentation.
• 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)
• Manage administrative tasks across a variety of technology disciplines (job, queue, DNS, DHCP, license, etc.)
• Contribute knowledge to the AIOps engine.
• Participate in technical and professional development and continuous learning.
• Work with fellow Operators to perform warm handoffs of open backlog and administrative work as the shift starts and ends.
• Assist junior operators in troubleshooting and proper handling processes.
• 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. Apply best practices to improve upon those metrics.

The Essentials - You will have

• Bachelor's degree 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.

The Preferred- You may also have

• Typically requires a minimum of 5+ years of