Incident Manager

FORTNA

. Act as the single point of coordination for Priority 1 and select Priority 2 incidents affecting customer operations .

Posted 9/23/2026full-timeAtlanta • United StatesSeniorLead💰 $100,700 - $151,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in incident management, particularly in high-severity situations within automated and technical environments. Proficient in leading cross-functional teams, facilitating communication, and driving process improvements to enhance incident response and resolution.

Highest-signal resume keywords

Incident ManagementHigh-Severity Incident ManagementITIL Foundation CertificationCross-Functional Team LeadershipAutomation Monitoring Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident CoordinationRoot Cause AnalysisProcess DevelopmentSLA Compliance MetricsTroubleshootingDocumentationAutomation Recovery PlaybooksIncident Lifecycle ManagementEscalation ManagementPost-Incident Review

Soft Skills

Verbal CommunicationWritten CommunicationExpectation ManagementLeadershipFacilitation

Tools & Technologies

SalesforceServiceNowJira Service DeskIgnitionPRTGDataDogGrafanaAutoStoreDematicHoneywell Intelligrated

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

OT/ITWarehouse AutomationPLCsSCADAWES/WMSControls SystemsIndustrial Networks24/7 Support EnvironmentsGlobal TeamsTechnical Environments

Tech Stack

Tools & technologies

GrafanaServiceNow

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

10+ years of experience in incident or service management within automated, technical, or industrial environments
Demonstrated experience managing high-severity incidents, preferably in OT/IT or warehouse automation
Strong knowledge of one or more of: PLCs, SCADA, WES/WMS, controls systems, industrial networks
Familiarity with Salesforce, ServiceNow, Jira Service Desk, or similar ticketing platforms
Excellent verbal and written communication skills, especially during high-pressure situations
Ability to lead cross-functional teams without direct authority
ITIL Foundation certification or higher preferred
People leadership experience preferred
Experience with AutoStore, Dematic, Honeywell Intelligrated, or Swisslog preferred
Experience with on-call rotation leadership or 24/7 support environments preferred
Familiarity with Ignition, PRTG, DataDog, Grafana, or similar monitoring and telemetry tools preferred
Must be comfortable working across global teams and time zones
Must be authorized to work in the U.S.

Benefits

Comp & perks

Availability for on-call rotation and after-hours escalations
Frequent on-site presence at customer facilities
Equal employment opportunity
Reasonable accommodations for qualified individuals with disabilities