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 thework 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.

• 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.

• Bachelor's degree or equivalent years of 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.

• Typically requires 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.

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
• To learn more about our benefits package, please visit at www.raquickfind.com.

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.

Rockwell Automation is an Equal Opportunity Employer including disability and veterans.

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We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.

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.