Mhs
Incident Manager
Atlanta, Georgia, USA
Work authorization required$88k-$131kDetected 7 days ago
AlgorithmsGrafanaDatadogIncident ResponseJiraStakeholder ManagementSalesforceCustomer SupportCadenceRoboticsLeadershipCommunicationCollaborationSCADA
About the role
- 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.
Responsibilities
- Lead incident bridge calls, facilitate troubleshooting efforts, and escalate issues appropriately across teams from activation to resolution.
- Deliver clear and concise incident communications tailored to technical and non-technical audiences.
- Manage expectations of facilities operations leaders, customer support teams, and executive stakeholders
- 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.
Requirements
- 5+ years of experience in incident or service management within automated, technical, or industrial environments.
- Strong knowledge of one or more of the following: PLCs, SCADA, WES/WMS, controls systems, industrial networks.
- Familiarity with Salesforce, ServiceNow, Jira Service Desk, or similar ticketing platforms.
Nice to have
- ITIL Foundation certification or higher.
- Experience with automation platforms such as AutoStore, Dematic, Honeywell Intelligrated, or Swisslog.
- Experience with on-call rotation leadership or 24/7 support environments.
- Familiarity with monitoring tools and telemetry (e.g., Ignition, PRTG, DataDog, Grafana)
- Work Environment
- Availability for on-call rotation and after-hours escalations is expected.
- Must be comfortable working across global teams and time zones.
- This job description describes the general nature and level of work expected of a person assigned to this position.
Compensation
- The base salary range for this role is $87,600 to $131,300.
- This base salary range represents the low and high end of the base salary range for this position.
- Actual base salary offered will vary based on various factors including but not limited to location, level, job-related knowledge, skills, experience, and performance.
Company info
- Partner with Engineering, Problem Management, and Customer Service to document root causes, drive corrective actions, and ensure customers are informed of resolution outcomes.
Visa & Work Authorization
- It is the policy of FORTNA and its affiliated companies to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orient
This listing is sourced directly from Mhs's careers page and normalized into a canonical job model.