Remote Problem Manager for Warehouse Automation

FORTNA; United States; On-site; USD 88,000 - 131,000; Full time

Job summary

Fortna is seeking a Problem Manager to lead root-cause analysis and permanent resolution of high-impact incidents across WES, WCS, WMS, and automation systems. You will own the Problem Management lifecycle and coordinate cross-functional RCA sessions.

You will work with Engineering, QA, Infrastructure, Operations, and Product Management to develop CAPAs, maintain Known Error Database, and prevent recurrence, while supporting incident management when needed.

Qualifications

• Bachelor's degree or equivalent in a technical field.
• 5+ years in technical support, software/automation, IT service management, or related.
• 3+ years resolving complex production issues.
• Experience leading RCA and corrective actions.
• Familiarity with ITIL Incident/Problem/Change/Knowledge Management.

Responsibilities

• Own end-to-end Problem Management for recurring and high-impact incidents.
• Lead RCA sessions across Engineering, QA, Infrastructure, and Operations.
• Maintain Problem Records and Known Error Database (KEDB).
• Prioritize problems by impact, risk, and recurrence likelihood.
• Develop CAPA plans and validate fixes reduce recurrence.

Skills

Root Cause Analysis

Cross-functional collaboration

Problem Management

ITIL knowledge

Analytical thinking

Communication skills

Education

Bachelor's degree in Computer Science or related field

Tools

SQL

ServiceNow

Jira Service Management

Azure DevOps

Job description

Fortna is seeking a Problem Manager to lead root-cause analysis and permanent resolution of high-impact incidents across WES, WCS, WMS, and automation systems. You will own the Problem Management lifecycle and coordinate cross-functional RCA sessions.

You will work with Engineering, QA, Infrastructure, Operations, and Product Management to develop CAPAs, maintain Known Error Database, and prevent recurrence, while supporting incident management when needed.