Problem Manager

🕒 September 3

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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FORTNA

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📦 Logistics

🚗 Transport

🛍️ eCommerce

💰 Private Equity Round on 2019-03

Logistics • Transport • eCommerce

FORTNA is a company that specializes in warehouse optimization, design, and automation services. They leverage proprietary processes, tools, and algorithms to design and deliver solutions that incorporate the best-fit automation technologies and intelligent software for supply chain operations. By focusing on unique industry challenges, FORTNA provides comprehensive and data-driven solutions aimed at improving operational efficiency and profitability across various sectors.

📋 Description

• Own and manage the end-to-end Problem Management process for recurring, major, complex, and high-business-impact incidents • Identify incident patterns and determine when formal root cause investigation is required • Lead structured Root Cause Analysis using methods such as 5 Whys, Fishbone/Ishikawa, Fault Tree Analysis, Pareto, FMEA, or Kepner-Tregoe • Facilitate cross-functional RCA sessions with Engineering, QA, Infrastructure, and Operations • Maintain Problem Records and Known Error Database entries • Prioritize problems by customer impact, operational risk, frequency, severity, downtime, and recurrence likelihood • Develop, assign, track, and validate Corrective and Preventive Action plans • Identify systemic issues, escalate significant risks, and report on major problems and root-cause trends • Lead investigations across WES/WCS integrations with WMS, ERP, PLCs, robotics, conveyors, AS/RS, AMRs, and related automation technologies • Analyze order, task, routing, equipment, controls, communication, latency, messaging, synchronization, and equipment-behavior failures • Partner with Software and Controls Engineering to determine underlying causes • Develop technical workarounds and Known Error documentation • Partner with Incident Managers and Technical Support during active incidents • Participate in incident bridges and executive/customer escalations as technical problem-resolution owner • Coordinate post-incident reviews and lead post-mortem and lessons-learned sessions • Review changes and releases for known-problem fixes and operational risk • Coordinate RFCs and participate in CAB reviews • Monitor production performance after corrective actions and update problem records following releases and validated fixes

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, Supply Chain, Industrial Automation, or a related field, or an equivalent combination of education and directly relevant experience • 5+ years of experience in technical support, software engineering, systems engineering, automation engineering, IT service management, or a related technical discipline • 3+ years of experience investigating and resolving complex production or operational issues • Experience performing Root Cause Analysis and leading cross-functional corrective action initiatives • Experience supporting customer-facing, business-critical, or 24/7 production environments • Strong understanding of Problem Management and RCA methodologies • Knowledge of ITIL Incident, Problem, Change, and Knowledge Management processes • Ability to analyze application logs, system events, error messages, and transaction data • Exceptional analytical and critical-thinking skills • Ability to manage ambiguous, complex technical problems spanning software, controls, equipment, infrastructure, and operational processes • Ability to lead cross-functional technical investigations without direct reporting authority • Strong facilitation and meeting-management skills, with excellent written documentation • Ability to communicate complex technical issues to technical and non-technical audiences, including customers • Ability to manage competing priorities in a fast-paced production environment • Preferred: direct experience supporting warehouse automation, material handling systems, logistics technology, or industrial automation • Preferred: experience with WES, WCS, WMS, or comparable operational technology platforms • Preferred: understanding of warehouse automation architecture, material flow, and WES/WCS/WMS integration • Preferred: understanding of conveyors, sortation, AS/RS, AMRs, robotics, goods-to-person, and shuttle systems • Preferred: understanding of PLC and industrial controls concepts and industrial communication and integration technologies • Preferred: knowledge of APIs, messaging, interfaces, databases, and system integrations • Preferred: working knowledge of SQL and database troubleshooting • Preferred: familiarity with monitoring and observability tools, Windows, and Linux • Preferred: ITIL or equivalent IT Service Management certification • Preferred: Six Sigma Green Belt or Black Belt • Preferred: experience with ServiceNow, Jira Service Management, Jira, Azure DevOps, or similar tools • Preferred: experience in Agile or DevOps environments, SDLC, and release management • Preferred: experience supporting large-scale distribution centers, fulfillment centers, or e-commerce operations • Preferred: experience working directly with PLC-based automation systems and controls engineers • Ability to participate in support escalation activities outside standard business hours when required • May require travel to customer sites • Ability to work safely around active material handling and automated equipment in accordance with safety procedures

🏖️ Benefits

• Equal employment opportunity regardless of protected characteristics • Reasonable accommodations for qualified individuals with disabilities