Incident Manager

FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.

At FORTNA, we believe in fostering a workplace that isn't just a job but a movement - a collective effort to redefine success and transform challenges into opportunities. "Join the Movement" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach.

Position Summary

As an Incident Manager, you will play a key role in restoring critical operations, strengthening incident response processes, and supporting customers through effective technical coordination and communication.

The Incident Manager is responsible for leading the real-time response to high-impact incidents across complex automated warehouse environments. This role ensures rapid service restoration by coordinating internal engineering teams, customer operations, third-party vendors, and executive stakeholders during Priority 1 and major Priority 2 incidents.

The successful candidate brings a calm, authoritative presence under pressure, technical fluency in automation and IT/OT systems, and excels at structured communication during chaotic scenarios.

*** Please note, this position will primarily be overnight between the hours of 7pm - 7am EST. ***

Key Responsibilities

Major Incident Response

• 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 escalate 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.
• Engage executive stakeholders with timely, structured updates.

Communication & Stakeholder Management

• Deliver clear and concise incident communications tailored to technical and non-technical audiences.
• Ensure status updates are shared at agreed intervals (e.g., 15/30/60 min cadence).
• Manage expectations of facilities operations leaders, customer support teams, and executive stakeholders

Root Cause & Continuous Improvement

• Initiate and facilitate Post-Incident Reviews
• Partner with Engineering, Problem Management, and Customer Service to document root causes, drive corrective actions, and ensure customers are informed of resolution outcomes.
• Recommend improvements to automation monitoring, alerting, and recovery playbooks.

Process Ownership & Governance

• Ensure adherence to Incident Management policy and escalation matrix.
• Own and report on key incident metrics - including mean time to acknowledge (MTTA), mean time to resolution (MTTR), and SLA compliance - with regular reporting to leadership.
• Drive process development and optimization initiatives to reduce incident frequency, severity, and customer impact.
• Maintain and train on major incident playbooks, runbooks, and response templates.

Required Qualifications

• Minimum of 5 years of experience in Incident Management, IT Service Management, or related service operations within technical, automated, industrial environments, Infrastructure, healthcare or other Mission Critical environments.
• Demonstrated experience personally leading high-severity incidents, including P1/Severity 1 and major P2 incidents, preferably within 24/7 production environments.
• Proven ability to lead incident bridge calls, coordinate multiple technical teams, and drive service restoration.
• Strong understanding of formal Incident Management processes, escalation procedures, and service restoration methodologies.
• Knowledge of at least one of the following technologies: PLCs, SCADA, Warehouse Execution Systems (WES), Warehouse Management Systems (WMS), controls systems, or industrial networks.
• Experience using ServiceNow, Salesforce, Jira Service Management, or similar IT Service Management platforms.
• Excellent written and verbal communication skills in English, including the ability to communicate confidently with international customers and executive stakeholders.
• Demonstrated ability to lead cross-functional teams without direct reporting authority.
• Strong analytical, organizational, and problem-solving skills.
• Ability to work independently, prioritize competing demands, and make decisions under pressure.

Preferred Qualifications

• ITIL Foundation certification or higher.
• Experience supporting warehouse automation, intralogistics, manufacturing, or other mission-critical operational environments.
• Familiarity with automation solutions such as AutoStore, Dematic, Honeywell Intelligrated, or Swisslog.
• Experience working with Warehouse Control Systems (WCS), Warehouse Execution Systems (WES), or Warehouse Management Systems (WMS).
• Experience leading on-call rotations or supporting 24/7 global operations.
• Familiarity with monitoring and observability platforms such as Ignition, PRTG, Datadog, Grafana, or similar tools.
• Demonstrated experience implementing Incident Management improvements, developing playbooks, and introducing operational best practices.

Work Environment

• Location: Hanoi, Vietnam.
• Working Hours: Primarily 6:00 AM-6:00 PM or 7:00 AM-7:00 PM Vietnam Time (ICT), depending on U.S. daylight saving time.
• Availability for on-call rotations and escalations outside scheduled working hours is expected.
• The role requires collaboration with international teams and stakeholders across multiple time zones.