Senior Problem Manager – Warehouse Automation & OT Systems

Material Handling Systems; Atlanta (GA); Hybrid; USD 88,000 - 131,000; Full time

Job summary

FORTNA is hiring a Problem Manager to lead root cause investigations across warehouse automation systems, coordinating cross-functional teams from software, controls, and operations. The role minimizes downtime by driving durable fixes and documenting Known Errors and CAPAs.

You will work with incident management to ensure proper escalation and sustained improvements. The position demands strong ITIL-based practices, excellent communication, and the ability to manage complex, high-impact issues

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Supply Chain, Industrial Automation, or a related field, or equivalent experience.
• 5+ years of experience in technical support, software engineering, systems engineering, automation engineering, IT service management, or related technical discipline.
• 3+ years 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.
• Exceptional analytical and critical-thinking skills, including distinguishing symptoms from root causes.
• Ability to manage ambiguous, complex technical problems spanning software, controls, equipment, infrastructure, and operational processes.
• Ability to lead cross-functional technical investigations without direct reporting authority.
• Strong facilitation and meeting-management skills, with excellent written documentation.
• Ability to communicate complex technical issues to technical and non-technical audiences, including customers.
• Ability to manage competing priorities in a fast-paced production environment.

Responsibilities

• Problem Management Ownership: Own end-to-end process for recurring, major, complex incidents and maintain formal records and CAPA tracking.
• WES/WCS and Automation Troubleshooting: Lead investigations across automation tech including WES, WCS, WMS, PLCs, robotics, and related integrations.
• Major Incident Support: Partner with Incident Managers during active incidents and lead post-incident reviews and lessons learned.
• Change and Release Coordination: Review proposed fixes, coordinate RFCs, CAB reviews, and monitor performance after releases.

Skills

Problem Management

Root Cause Analysis

Cross-functional leadership

ITIL

Analytical thinking

Communication

Incident management

Education

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

Tools

SQL

Jira Service Management

Jira

Azure DevOps

ServiceNow

Job description

FORTNA is hiring a Problem Manager to lead root cause investigations across warehouse automation systems, coordinating cross-functional teams from software, controls, and operations. The role minimizes downtime by driving durable fixes and documenting Known Errors and CAPAs.

You will work with incident management to ensure proper escalation and sustained improvements. The position demands strong ITIL-based practices, excellent communication, and the ability to manage complex, high-impact issues