{"id":2198354,"url":"https://alion.io/job/fortna-incident-manager-2","title":"Incident Manager","company":{"id":2201382,"name":"FORTNA","domain":"fortna.com","url":"https://alion.io/company/fortna","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":17,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Hanoi, Vietnam"],"countries":["VN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10500,"max_usd":28000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":643},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Datadog","optional":true},{"name":"Grafana","optional":true},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-09T20:21:41Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-13T18:12:36Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"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.\nAt 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.\nPosition Summary\nAs 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.\nThe 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.\nThe 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.\n*** Please note, this position will primarily be overnight between the hours of 7pm - 7am EST. ***\nKey Responsibilities\nMajor Incident Response\nAct as the single point of coordination for Priority 1 incidents and select Priority 2 incidents affecting customer operations.\nLead incident bridge calls, facilitate troubleshooting efforts, and escalate issues appropriately across teams from activation to resolution.\nEnsure accurate documentation of incident details and actions taken throughout the incident lifecycle.\nMobilize and coordinate multi-disciplinary teams (Controls, Software, Infrastructure, and third parties).\nTrack investigation and restoration efforts; ensure all workstreams are aligned.\nEngage executive stakeholders with timely, structured updates.\nCommunication & Stakeholder Management\nDeliver clear and concise incident communications tailored to technical and non-technical audiences.\nEnsure status updates are shared at agreed intervals (e.g., 15/30/60 min cadence).\nManage expectations of facilities operations leaders, customer support teams, and executive stakeholders\nRoot Cause & Continuous Improvement\nInitiate and facilitate Post-Incident Reviews\nPartner with Engineering, Problem Management, and Customer Service to document root causes, drive corrective actions, and ensure customers are informed of resolution outcomes.\nRecommend improvements to automation monitoring, alerting, and recovery playbooks.\nProcess Ownership & Governance\nEnsure adherence to Incident Management policy and escalation matrix.\nOwn 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.\nDrive process development and optimization initiatives to reduce incident frequency, severity, and customer impact.\nMaintain and train on major incident playbooks, runbooks, and response templates.\nRequired Qualifications\nMinimum 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.\nDemonstrated experience personally leading high-severity incidents, including P1/Severity 1 and major P2 incidents, preferably within 24/7 production environments.\nProven ability to lead incident bridge calls, coordinate multiple technical teams, and drive service restoration.\nStrong understanding of formal Incident Management processes, escalation procedures, and service restoration methodologies.\nKnowledge of at least one of the following technologies: PLCs, SCADA, Warehouse Execution Systems (WES), Warehouse Management Systems (WMS), controls systems, or industrial networks.\nExperience using ServiceNow, Salesforce, Jira Service Management, or similar IT Service Management platforms.\nExcellent written and verbal communication skills in English, including the ability to communicate confidently with international customers and executive stakeholders.\nDemonstrated ability to lead cross-functional teams without direct reporting authority.\nStrong analytical, organizational, and problem-solving skills.\nAbility to work independently, prioritize competing demands, and make decisions under pressure.\nPreferred Qualifications\nITIL Foundation certification or higher.\nExperience supporting warehouse automation, intralogistics, manufacturing, or other mission-critical operational environments.\nFamiliarity with automation solutions such as AutoStore, Dematic, Honeywell Intelligrated, or Swisslog.\nExperience working with Warehouse Control Systems (WCS), Warehouse Execution Systems (WES), or Warehouse Management Systems (WMS).\nExperience leading on-call rotations or supporting 24/7 global operations.\nFamiliarity with monitoring and observability platforms such as Ignition, PRTG, Datadog, Grafana, or similar tools.\nDemonstrated experience implementing Incident Management improvements, developing playbooks, and introducing operational best practices.\nWork Environment\nLocation: Hanoi, Vietnam.\n 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.\nAvailability for on-call rotations and escalations outside scheduled working hours is expected.\nThe role requires collaboration with international teams and stakeholders across multiple time 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