FORTNA

Manager

• Act as the single point of coordination for Priority 1 and select Priority 2 incidents affecting customer operations
• Lead incident bridge calls, facilitate troubleshooting, and escalate issues from activation to resolution
• Document incident details and actions throughout the incident lifecycle
• Mobilize and coordinate Controls, Software, Infrastructure, and third-party teams
• Track investigation and restoration efforts and align workstreams
• Provide timely, structured updates to executive stakeholders
• Deliver incident communications to technical and non-technical audiences
• Share status updates at agreed 15/30/60-minute intervals
• Manage expectations of facilities operations leaders, customer support teams, and executives
• Initiate and facilitate Post-Incident Reviews
• Document root causes, drive corrective actions, and communicate resolution outcomes
• Recommend improvements to automation monitoring, alerting, and recovery playbooks
• Ensure adherence to Incident Management policy and escalation matrix
• Own and report MTTA, MTTR, and SLA compliance metrics
• Drive process development and optimization to reduce incident frequency, severity, and customer impact
• Maintain and train teams on major incident playbooks, runbooks, and response templates
• Work across global teams and time zones

Incident Manager

Project Manager

• Manage or support projects related to logistics, parcel distribution, omnichannel fulfillment, or lifecycle services
• Contribute to solutions involving intelligent software, algorithms, material handling automation, robotics, and information flow
• Perform duties assigned by the supervisor

Incident Manager

Associate Project Manager, LPS