Job Title: Sr IT Systems Incident Management Analyst

Department: Customer Service
Reports To: Director of Tech Support

Position Summary

The Major 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.

Key Responsibilities:

Major Incident Response

• Act as the single point of coordination for all Priority 1 incidents and select Priority 2 incidents affecting customer operations.
• Lead incident bridge calls, facilitate troubleshooting efforts, and escalate issues appropriately across teams from activation to resolution.
• Mobilize and coordinate multi-disciplinary teams (Controls, Software, Infrastructure, and third parties).
• Ensure accurate documentation of incident details and actions taken throughout the incident lifecycle.
• Track investigation and restoration efforts; ensure all workstreams are aligned.
• Engage executive stakeholders with timely, structured updates.

Communication & Stakeholder Management

• Deliver clear and concise incident communications tailored to technical and non-technical audiences.
• Ensure status updates are shared at agreed intervals (e.g., 15/30/60 min cadence).
• Manage expectations of facilities operations leaders, customer support teams, and executive stakeholders
• Analyze and manage quantitative and qualitative customer metrics (e.g. renewal rates, customer satisfaction scores, and product support effectiveness).

Root Cause & Continuous Improvement

• Initiate and facilitate Post-Incident Reviews
• Partner with Engineering and Problem Management to document root causes and drive corrective actions.
• Recommend improvements to automation monitoring, alerting, and recovery playbooks.

Process Ownership & Governance

• Ensure adherence to Incident Management policy and escalation matrix.
• Continuously refine the Major Incident Response process to improve response time and customer experience.
• Maintain and train on major incident playbooks, runbooks, and response templates.
• Ensure meetings with customers are setup on a regular cadence and stated concerns are appropriately actioned

Required Qualifications

• 5+ 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 the following: 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.

Preferred Qualifications

• 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, SuperSet)

Work Environment

• Role requires frequent on-site presence at customer facilities.
• Availability for on-call rotation and after-hours escalations is expected.
• Must be comfortable working across global teams and time zones.