Major Incident Manager

Rockwell Automation

Major Incident Manager leading cross-functional IT support team at Rockwell Automation in Pune, India. Managing IT incidents, improving processes, and enhancing customer experience in a hybrid role.

Posted 7/30/2026full-timePune • 🇮🇳 IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT Incident, Change, and Problem Management, with a focus on optimizing performance and cost efficiency. Proven ability to lead cross-functional teams and enhance customer experience through effective communication and process improvement.

Highest-signal resume keywords

ITIL Foundations V3 or V4 CertificationIncident ManagementChange ManagementProblem ManagementAnalytical Tools Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementChange ManagementProblem ManagementAnalytical ToolsIT OperationsPerformance OptimizationMean Time to Detect (MTTD)Mean Time to Resolve (MTTR)Mean Time Between Failures (MTBF)Ticketing Practices

Soft Skills

LeadershipCommunicationCollaborationCustomer Experience ImprovementCross-Functional Team Management

Tools & Technologies

IT Service Management (ITSM)Rockwell Virtual Integrated Command Center (VICC)

Certifications & Qualifications

ITIL Foundations V3 or V4 Certification

Industry Keywords

Global OrganizationIncident ResolutionPriority 1 and 2 IncidentsCISO CoordinationProcess Effectiveness

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

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 (P1/P2) and perform administrative tasks across various technological platforms
Maintain disciplined ticketing practices for Incident, Change, and Problem Management
Escalate major P1, P2, and P3 incidents as needed and coordinate with the CISO on security operations
Partner with management to implement initiatives that drive process effectiveness and improve customer experience
Participate in an on-call rotation with other Incident Managers to provide coverage during off-hours, weekends, or employee absences
Perform additional duties assigned in support of IT Service Management and the Rockwell Virtual Integrated Command Center (VICC)

Requirements

What you’ll need

ITIL Foundations V3 or V4 Certification
Proven leadership abilities in managing cross-functional tasks, including working with vendors and managed service providers
At least 3-5 years'equivalent experience managing IT incidents, changes, or problems within a global organization
Proficient in analytical tools related to Incident, Change, and Problem Management
Solid understanding of IT Operations and core systems
Excellent verbal and written English communication skills.

Benefits

Comp & perks

Comprehensive mindfulness programs with a premium membership to Calm
Volunteer Paid Time off available after 6 months of employment for eligible employees
Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation
Employee Assistance Program
Personalized wellbeing programs through our OnTrack program
On-demand digital course library for professional development
... and other local benefits!