Lead Incident Commander - Warehouse Automation

mhs

Atlanta (GA)

On-site

USD 101,000 - 151,000

Full time

5 days ago

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Job summary

Fortna is seeking an experienced Incident Manager to lead real-time response in large, automated warehouse environments. You will coordinate internal engineering teams, customer operations, and vendors to restore service during Priority 1 and major Priority 2 incidents.

The role requires calm under pressure, technical fluency in automation and IT/OT systems, and strong communication for both technical and non-technical audiences. On-site presence is required.

Qualifications

10+ years of incident or service management experience.
Experience managing high-severity incidents (OT/IT or warehouse automation).
Knowledge of PLCs, SCADA, WES/WMS, and industrial networks.
Strong verbal and written communication under pressure.
Ability to lead cross-functional teams without direct authority.

Responsibilities

Lead major incident responses for Priority 1 and select Priority 2 incidents.
Coordinate cross-functional teams and vendors from activation to resolution.
Lead incident bridge calls and provide timely updates.
Document incident details and restoration actions.
Deliver stakeholder communications tailored to technical and non-technical audiences.
Drive post-incident reviews and root cause analysis.
Improve monitoring, alerting, and recovery playbooks.
Report MTTA, MTTR, and SLA metrics to leadership.

Skills

Incident management

Cross-functional leadership

Communication

IT/OT knowledge

Warehouse automation

Tools

Salesforce

ServiceNow

Jira Service Desk

Ignition

PRTG

DataDog

Grafana

Job description

The role requires calm under pressure, technical fluency in automation and IT/OT systems, and strong communication for both technical and non-technical audiences. On-site presence is required.

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