Senior Incident Manager — 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 to high-impact incidents across automated warehouse environments. You will coordinate internal engineering teams, customer operations, and third-party vendors, ensuring rapid service restoration with calm, authoritative leadership.

Ideal candidates bring extensive OT/IT or warehouse automation incident management experience, strong PLC/SCADA/WES/WMS knowledge, and excellent communication under pressure.

Qualifications

• 10+ years in incident or service management within automated, technical, or industrial environments.
• 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 elevate issues 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

IT/OT systems

Technical communication

On-call leadership

Ticketing tools familiarity

Tools

Salesforce

ServiceNow

Jira Service Desk

Job description

FORTNA is seeking an experienced Incident Manager to lead real-time responses to high-impact incidents across automated warehouse environments. You will coordinate internal engineering teams, customer operations, and third-party vendors, ensuring rapid service restoration with calm, authoritative leadership.

Ideal candidates bring extensive OT/IT or warehouse automation incident management experience, strong PLC/SCADA/WES/WMS knowledge, and excellent communication under pressure.