Senior Problem Manager – Warehouse Automation

Material Handling Systems, Inc.; United States; Hybrid; USD 88,000 - 131,000; Full time

Job summary

FORTNA seeks a Problem Manager to lead identification, investigation, analysis, and permanent resolution of recurring and high-impact incidents across WES, WCS, WMS, PLCs, and robotics in automated material handling systems.

You will own the Problem Management lifecycle, coordinate cross-functional RCA sessions with Engineering, QA, Infrastructure, and Operations, and drive CAPA plans to improve system reliability and prevent recurrence.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Supply Chain, Industrial Automation, or related field.
• 5+ years of experience in technical support, software engineering, systems engineering, automation engineering, IT service management, or related technical discipline.
• 3+ years of experience investigating and resolving complex production or operational issues.
• Experience performing Root Cause Analysis and leading cross-functional corrective action initiatives.
• Experience supporting customer-facing, business-critical, or 24/7 production environments.
• Strong understanding of Problem Management and RCA methodologies, and knowledge of ITIL Incident, Problem, Change, and Knowledge Management processes.
• Ability to analyze application logs, system events, error messages, and transaction data.

Responsibilities

• Own and manage end-to-end Problem Management for recurring, major, complex, high-business-impact incidents.
• Lead structured Root Cause Analysis using methodologies such as 5 Whys, Fishbone, Fault Tree Analysis, Pareto, FMEA, or Kepner-Tregoe.
• Facilitate cross-functional RCA sessions with Engineering, QA, Infrastructure, and Operations.
• Establish and maintain formal Problem Records and Known Error Database (KEDB).
• Prioritize problems by customer impact, operational risk, frequency, severity, downtime, and recurrence likelihood.
• Develop, assign, and track CAPA plans and verify fixes reduce recurrence.
• Identify systemic issues affecting multiple customers or platforms and report risks to leadership.

Skills

Root Cause Analysis

Incident Management

ITIL Processes

Cross-functional collaboration

SQL

Technical writing

Communication skills

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, Supply Chain, Industrial Automation, or related field

Tools

SQL databases

ServiceNow

Jira Service Management

Azure DevOps

Job description

FORTNA seeks a Problem Manager to lead identification, investigation, analysis, and permanent resolution of recurring and high-impact incidents across WES, WCS, WMS, PLCs, and robotics in automated material handling systems.

You will own the Problem Management lifecycle, coordinate cross-functional RCA sessions with Engineering, QA, Infrastructure, and Operations, and drive CAPA plans to improve system reliability and prevent recurrence.