Senior Incident Commander - Warehouse Automation

FORTNA; Atlanta (GA); On-site; USD 101,000 - 151,000; Full time

Job summary

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

You bring calm under pressure, technical fluency in automation and IT/OT systems, and strong structured communication, with potential direct reports, and a willingness to work on-site with on-call responsibilities.

Qualifications

• 10+ years in incident or service management in technical/industrial settings.
• Experience handling high-severity OT/IT or warehouse automation incidents.
• Knowledge of PLCs, SCADA, WES/WMS, or related controls systems.
• Familiarity with ticketing tools like Salesforce, ServiceNow, or Jira.
• Excellent verbal and written communication under pressure.

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 elevate 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.

Skills

Incident management

Cross-functional leadership

Communication skills

OT/IT knowledge

Problem solving

Tools

Salesforce

ServiceNow

Jira Service Desk

Job description

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

You bring calm under pressure, technical fluency in automation and IT/OT systems, and strong structured communication, with potential direct reports, and a willingness to work on-site with on-call responsibilities.