Overnight Incident Commander – Warehouse Automation

FORTNA; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

FORTNA is seeking an Incident Manager to lead real-time response for high-impact incidents in automated warehouse environments. You will coordinate internal engineering, customer operations, vendors, and executives to restore services during Priority 1 and major Priority 2 events.

Ideal candidates bring calm under pressure, strong automation/IT/OT system fluency, and proven ability to communicate clearly during chaotic situations, including overnight shifts between 7pm and 7am EST.

Qualifications

• 5+ years of experience in incident or service management within automated, technical, or industrial environments.
• Demonstrated experience managing high-severity incidents (OT/IT or warehouse automation).
• Strong knowledge of 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.

Responsibilities

• 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.

Skills

Incident management

Cross-functional leadership

OT/IT automation

SCADA/PLC

Ticketing systems

Tools

Salesforce

ServiceNow

Jira

Job description

FORTNA is seeking an Incident Manager to lead real-time response for high-impact incidents in automated warehouse environments. You will coordinate internal engineering, customer operations, vendors, and executives to restore services during Priority 1 and major Priority 2 events.

Ideal candidates bring calm under pressure, strong automation/IT/OT system fluency, and proven ability to communicate clearly during chaotic situations, including overnight shifts between 7pm and 7am EST.