Mid Level Incident Manager Jobs
Mid level incident manager jobs go to professionals ready to own incident response end to end, coordinate cross-functional teams, and drive post-incident reviews with minimal oversight. About 50% of openings are remote or hybrid, with roles concentrated in Technology & Software, Consulting & Professional Services, and Retail and employers like Navan, QVC, and a16z hiring at this level now.
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FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.
At FORTNA, we believe in fostering a workplace that isn't just a job but a movement – a collective effort to redefine success and transform challenges into opportunities. "Join the Movement" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach.
Position Summary
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.
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
- 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, Grafana)
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.
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.
This job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor.
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 orientation, gender identity and/or expression, genetic information, marital status, pregnancy or pregnancy-related condition, status with regard to public assistance, veteran status, citizenship status (if authorized to work in the U.S.), or any other characteristic protected by federal, state or local law. In addition, FORTNA will provide reasonable accommodations for qualified individuals with disabilities.
FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.
At FORTNA, we believe in fostering a workplace that isn't just a job but a movement – a collective effort to redefine success and transform challenges into opportunities. "Join the Movement" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach.
Position Summary
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.
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
- 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, Grafana)
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.
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.
This job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor.
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 orientation, gender identity and/or expression, genetic information, marital status, pregnancy or pregnancy-related condition, status with regard to public assistance, veteran status, citizenship status (if authorized to work in the U.S.), or any other characteristic protected by federal, state or local law. In addition, FORTNA will provide reasonable accommodations for qualified individuals with disabilities.
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Find JobsMid Level Incident Manager Job Market
Who's Hiring
- Navan4
- QVC1
- a16z1A
- Apple1
- Bunge1
Top Industries Hiring
- Technology & Software16
- Consulting & Professional Services7
- Retail4
- Banking & Financial Services4
- Investment & Asset Management3
Mid Level Incident Manager Jobs: Frequently Asked Questions
How do I get a mid level incident manager job?
Position your experience around ownership, not just participation. Highlight incidents you led from detection through resolution, not just ones you contributed to. Emphasize your familiarity with incident command frameworks, on-call rotations, and post-mortem facilitation. Tailor your resume to show measurable outcomes, such as reduced mean time to resolution or improved escalation processes, and demonstrate comfort coordinating across engineering, ops, and business stakeholders.
Which companies hire mid level incident managers?
Companies hiring mid level incident managers right now include Navan, QVC, and a16z, based on current listings on Migrate Mate as of July 2026. Hiring at this level tends to come from organizations with established SRE or operations teams that need experienced responders who can work independently and mentor junior staff.
Are there remote mid level incident manager jobs?
Yes, remote work is widely available at this level. About 50% of mid level incident manager openings are remote or hybrid as of July 2026, reflecting how incident response work adapted to distributed teams. Many employers prefer candidates who can coordinate across time zones and have experience running remote war rooms or virtual bridge calls during major incidents.
How do I move up to a mid level incident manager role?
Growing from entry level into a mid level incident manager role means accumulating hands-on experience across a range of incident types, then taking on increasing ownership. Early on, focus on mastering your tooling, learning escalation paths, and contributing to post-mortems. Over time, volunteer to lead smaller incidents, document runbooks, and demonstrate that you can coordinate a response without being directed at every step. Consistent delivery and measurable process improvements signal readiness for mid level.
Which industries hire the most mid level incident managers?
Mid Level incident manager roles concentrate in Technology & Software, Consulting & Professional Services, and Retail, based on current listings on Migrate Mate as of July 2026. These sectors typically operate complex, high-availability systems where experienced incident managers who can independently own response processes and reduce business impact are in consistent demand.