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Supervisor, Remote Support 🔥


Position Summary



This position provides overall direction and management for virtualization infrastructure, and server operations including implementation and ongoing technical support for remote monitoring and application support customers.Works with appropriate customer base in Remote Application Monitoring to achieve reliable business process operations. The Global Supervisor will be responsible for ongoing status communications to IT/OT customers and business unit management. Supervisor should have an understanding of IT/OT security operations and best practices.



The typical position manages approximately 10-20 employees. Additionally, this supervisor will have responsibility of managing external suppliers in a managed services and variable demand staff augmentation environment.



Essential Functions

  • Responsible for providing effective and efficient utilization of resources to sustain the systems and services required to meet customer expectations and requirements.
  • Ensures that all systems and services are in compliance with established policies and baselines.
  • Responsible for career and performance management of all assigned personnel to include performance assessment, competency assessment, training/development, and compensation actions.
  • Ensures that staffing levels are maintained at optimal levels and that all personnel have the full set of skills and competencies to meet current work assignments and are developing competencies in preparation for future career positions.
  • Responsible for the Rockwell Automation Remote Application Monitoring environment including monitoring operations, and supporting customer infrastructure, networks, and applications.
  • Responsible for selecting, developing, and motivating staff members and performing management and administrative functions.Manage and direct the activities of staff, providing guidance as appropriate.
  • Lead a team of employees in the execution of Remote Application Monitoring service delivery. This will include the adherence to defined processes and methods, review of results and evaluation.
  • Support defined processes through effective management.
  • Build effective teams committed to organizational goals; foster collaboration among team members and among teams; use teams to address relevant issues.
  • Apply appropriate metrics to measure and ensure value of efforts.Analyze issues and use sound judgement.
  • Draw upon knowledge and communication skills to influence others or facilitate resolution of a problem/business issue.Use negotiation skills when appropriate.
  • Contribute to team efforts by providing industry and technical experiences, and process expertise while working towards common goals.
  • Respond with urgency to customer needs and solve complex customer problems.
  • Contribute to organizational performance through timely completion of projects that produce business results.
  • Ensure thorough familiarity with company policies. Appropriately apply policies in compliance with government laws.Policies include, but are not limited to Standards of Business Conduct, Intellectual Property, Control Environment, Information Protection, ISO 9000 & 14000, government regulations (e.g. health, safety, quality and environmental), and functional policies published on the Rockwell Automation Information Network.

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Qualifications



Basic Qualifications
  • Bachelor degree
  • 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
  • Demonstrated experience with Remote Monitoring, VMWare, and Wintel Server Operations and related project implementation and management.
  • Demonstrated ability to develop and manage an IT/OT team.
  • Experience working in IT/OT Operations including knowledge of common tools, methods and techniques.
  • Experience driving IT/OT solutions in large organizations, teaming with organizational groups and demonstrating the value of IT/OT activities.
  • Background and understanding of IT/OT controls and compliance.
  • Ability to solve large and complex issues which span organizational boundaries and work with a team to propose solutions.
  • Demonstrated IT/OT Project management experience.
  • Experience with regulatory environments including Sarbanes-Oxley, Section 404 and governance frameworks including COSO, ITIL and ISO17799.
  • Solid PC skills and proficiency in office productivity software (Microsoft Office, Microsoft Visio, Microsoft Project, etc.)
  • Possess excellent written and verbal communication skills, presentation skills, and problem-solving skills and be able to interact well with peers, internal customers and vendors as necessary.
  • Must have experience with equipment backup, storage, and disaster recovery environments in a regionally diverse environment.
  • Experience and strength in facilitating decisions and diffusing negative emotions or difficult scenarios
  • Strong attention to detail and accuracy
  • Must be self-motivated and able to lead teams in a fast paced environment

EEO Statement

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



If you are an individual with a disability and you need assistance or reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7427.



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