Incident Manager

Position Summary

As an Incident Manager, you will play a key role in restoring critical operations, strengthening incident response processes, and supporting customers through effective technical coordination and communication.

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.

*** Please note, this position will primarily be overnight between the hours of 7pm – 7am EST. ***

Key Responsibilities

Major Incident Response

• Act as the single point of coordination for 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.
• Ensure accurate documentation of incident details and actions taken throughout the incident lifecycle.
• Mobilize and coordinate multi-disciplinary teams (Controls, Software, Infrastructure, and third parties).
• 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

Root Cause & Continuous Improvement

• Initiate and facilitate Post-Incident Reviews
• Partner with Engineering, Problem Management, and Customer Service to document root causes, drive corrective actions, and ensure customers are informed of resolution outcomes.
• Recommend improvements to automation monitoring, alerting, and recovery playbooks.

Process Ownership & Governance

• Ensure adherence to Incident Management policy and escalation matrix.
• 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.

Required Qualifications

• Minimum of 5 years of experience in Incident Management, IT Service Management, or related service operations within technical, automated, industrial environments, Infrastructure, healthcare or other Mission Critical environments.
• Demonstrated experience personally leading high-severity incidents, including P1/Severity 1 and major P2 incidents, preferably within 24/7 production environments.
• Proven ability to lead incident bridge calls, coordinate multiple technical teams, and drive service restoration.
• Strong understanding of formal Incident Management processes, escalation procedures, and service restoration methodologies.
• Knowledge of at least one of the following technologies: PLCs, SCADA, Warehouse Execution Systems (WES), Warehouse Management Systems (WMS), controls systems, or industrial networks.
• Experience using ServiceNow, Salesforce, Jira Service Management, or similar IT Service Management platforms.
• Excellent written and verbal communication skills in English, including the ability to communicate confidently with international customers and executive stakeholders.
• Demonstrated ability to lead cross-functional teams without direct reporting authority.
• Strong analytical, organizational, and problem-solving skills.
• Ability to work independently, prioritize competing demands, and make decisions under pressure.

Preferred Qualifications

• ITIL Foundation certification or higher.
• Experience supporting warehouse automation, intralogistics, manufacturing, or other mission-critical operational environments.
• Familiarity with automation solutions such as AutoStore, Dematic, Honeywell Intelligrated, or Swisslog.
• Experience working with Warehouse Control Systems (WCS), Warehouse Execution Systems (WES), or Warehouse Management Systems (WMS).
• Experience leading on-call rotations or supporting 24/7 global operations.
• Familiarity with monitoring and observability platforms such as Ignition, PRTG, Datadog, Grafana, or similar tools.
• Demonstrated experience implementing Incident Management improvements, developing playbooks, and introducing operational best practices.

Work Environment

• Location: Hanoi, Vietnam.
• Working Hours: Primarily 6:00 AM–6:00 PM or 7:00 AM–7:00 PM Vietnam Time (ICT), depending on U.S. daylight saving time.
• Availability for on-call rotations and escalations outside scheduled working hours is expected.
• The role requires collaboration with international teams and stakeholders across multiple time zones.