Warehouse Automation Problem Manager & RCA Lead

FORTNA; United States; Hybrid; USD 120,000 - 160,000; Full time

Job summary

FORTNA is seeking a Problem Manager to lead the identification, investigation, and permanent resolution of recurring incidents across WES/WCS/WMS and automation systems. You will coordinate CAPAs, maintain known error documentation, and drive root-cause trending with engineering, operations, and customer success teams.

You will partner with Incident Management, coordinate post-incident reviews, and ensure proper documentation and action closure.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, Supply Chain, Industrial Automation, or a related field, or an equivalent combination of education and directly relevant experience.
• 5+ years of experience in technical support, software engineering, systems engineering, automation engineering, IT service management, or a 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.
• Exceptional analytical and critical-thinking skills, including the ability to differentiate symptoms from underlying 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

• Lead end-to-end Problem Management for recurring, major, complex incidents with cross-functional teams.
• Identify patterns across incidents and determine when a common problem requires formal root cause investigation.
• Lead Root Cause Analysis using methods like 5 Whys, Fishbone, Fault Tree, Pareto, FMEA, or Kepner-Tregoe.
• Facilitate cross-functional RCA sessions ensuring evidence-based findings.
• Establish and maintain formal Problem Records and Known Error Database entries.
• Prioritize problems by impact, risk, frequency, downtime, and recurrence likelihood.
• Develop CAPA plans and validate fixes reduce recurrence before closure of problems.
• Provide regular reporting on major problems and root-cause trends.

Skills

Root Cause Analysis

Cross-functional collaboration

Analytical thinking

Incident management

Problem Management methodologies

Communication

Leadership without authority

Education

Bachelor’s degree in CS/IT/Engineering or related field

Tools

ITSM tools (ServiceNow/Jira)

SQL

SQL Server

Oracle

PostgreSQL

Windows/Linux

Job description

FORTNA is seeking a Problem Manager to lead the identification, investigation, and permanent resolution of recurring incidents across WES/WCS/WMS and automation systems. You will coordinate CAPAs, maintain known error documentation, and drive root-cause trending with engineering, operations, and customer success teams.

You will partner with Incident Management, coordinate post-incident reviews, and ensure proper documentation and action closure.