Incident Manager

FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.

At FORTNA, we believe in fostering a workplace that isn't just a job but a movement – a collective effort to redefine success and transform challenges into opportunities. "Join the Movement" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach. 

Position Summary

The Incident Manager is responsible for leading the real-time response to high-impact incidents across complex automated warehouse environments. This role ensures rapid service restoration by coordinating internal engineering teams, customer operations, third-party vendors, and executive stakeholders during Priority 1 and major Priority 2 incidents.

The successful candidate brings a calm, authoritative presence under pressure, technical fluency in automation and IT/OT systems, and excels at structured communication during chaotic scenarios.

*** Please note, this position will primarily be overnight between the hours of 7pm – 7am EST. ***

Key Responsibilities

Major Incident Response

• Act as the single point of coordination for Priority 1 incidents and select Priority 2 incidents affecting customer operations.
• Lead incident bridge calls, facilitate troubleshooting efforts, and escalate issues appropriately across teams from activation to resolution.
• Ensure accurate documentation of incident details and actions taken throughout the incident lifecycle.
• Mobilize and coordinate multi-disciplinary teams (Controls, Software, Infrastructure, and third parties).
• Track investigation and restoration efforts; ensure all workstreams are aligned.
• Engage executive stakeholders with timely, structured updates.

Communication & Stakeholder Management

• Deliver clear and concise incident communications tailored to technical and non-technical audiences.
• Ensure status updates are shared at agreed intervals (e.g., 15/30/60 min cadence).
• Manage expectations of facilities operations leaders, customer support teams, and executive stakeholders

Root Cause & Continuous Improvement

• Initiate and facilitate Post-Incident Reviews
• Partner with Engineering, Problem Management, and Customer Service to document root causes, drive corrective actions, and ensure customers are informed of resolution outcomes.
• Recommend improvements to automation monitoring, alerting, and recovery playbooks.

Process Ownership & Governance

• Ensure adherence to Incident Management policy and escalation matrix.
• Own and report on key incident metrics — including mean time to acknowledge (MTTA), mean time to resolution (MTTR), and SLA compliance — with regular reporting to leadership.
• Drive process development and optimization initiatives to reduce incident frequency, severity, and customer impact.
• Maintain and train on major incident playbooks, runbooks, and response templates.

Required Qualifications

• 5+ years of experience in incident or service management within automated, technical, or industrial environments.
• Demonstrated experience managing high-severity incidents (preferably in OT/IT or warehouse automation).
• Strong knowledge of one or more of the following: PLCs, SCADA, WES/WMS, controls systems, industrial networks.
• Familiarity with Salesforce, ServiceNow, Jira Service Desk, or similar ticketing platforms.
• Excellent verbal and written communication skills — especially during high-pressure situations.
• Ability to lead cross-functional teams without direct authority.

Preferred Qualifications

• ITIL Foundation certification or higher.
• Experience with automation platforms such as AutoStore, Dematic, Honeywell Intelligrated, or Swisslog.
• Experience with on-call rotation leadership or 24/7 support environments.
• Familiarity with monitoring tools and telemetry (e.g., Ignition, PRTG, DataDog, Grafana)

Work Environment

• Role requires frequent on-site presence at customer facilities.
• Availability for on-call rotation and after-hours escalations is expected.
• Must be comfortable working across global teams and time zones.