Problem Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership and oversee the complete Problem Management process for recurring, significant, complex, and high-impact incidents affecting the business.

• Recognize patterns in incidents and assess when a formal investigation into the root cause is necessary.

• Conduct structured Root Cause Analysis utilizing techniques such as 5 Whys, Fishbone/Ishikawa, Fault Tree Analysis, Pareto, FMEA, or Kepner-Tregoe.

• Facilitate collaborative RCA sessions with teams from Engineering, QA, Infrastructure, and Operations.

• Maintain records of problems and entries in the Known Error Database.

• Prioritize issues based on customer impact, operational risk, frequency, severity, downtime, and likelihood of recurrence.

• Create, assign, monitor, and validate plans for Corrective and Preventive Actions.

• Identify systemic challenges, escalate significant risks, and provide reports on major issues and trends in root causes.

• Lead investigations across WES/WCS integrations involving WMS, ERP, PLCs, robotics, conveyors, AS/RS, AMRs, and related automation technologies.

• Analyze failures in order, task routing, equipment, controls, communication, latency, messaging, synchronization, and equipment behavior.

• Collaborate with Software and Controls Engineering to identify underlying causes.

• Develop technical workarounds and document Known Errors.

• Work closely with Incident Managers and Technical Support during active incidents.

• Participate in incident bridges and escalate issues to executives/customers as the technical problem-resolution leader.

• Organize post-incident reviews and lead post-mortem and lessons-learned sessions.

• Review changes and releases for fixes to known problems and assess operational risks.

• Coordinate Requests for Change (RFCs) and engage in CAB reviews.

• Monitor production performance post-corrective actions and update problem records following releases and validated solutions.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Information Technology, Engineering, Supply Chain, Industrial Automation, or a related field, or a comparable combination of education and directly relevant experience.

• At least 5 years of experience in technical support, software engineering, systems engineering, automation engineering, IT service management, or a related technical area.

• A minimum of 3 years of experience in investigating and resolving complex production or operational challenges.

• Proven experience in performing Root Cause Analysis and leading cross-functional initiatives for corrective actions.

• Experience in supporting customer-facing, business-critical, or 24/7 production environments.

• Strong knowledge of Problem Management and Root Cause Analysis methodologies.

• Familiarity with ITIL processes related to Incident, Problem, Change, and Knowledge Management.

• Ability to analyze application logs, system events, error messages, and transaction data effectively.

• Outstanding analytical and critical-thinking abilities.

• Capability to manage complicated technical problems spanning software, controls, equipment, infrastructure, and operational processes.

• Skill in leading cross-functional technical investigations without direct authority.

• Strong facilitation and meeting management skills, along with excellent documentation abilities.

• Proficient in communicating complex technical issues to both technical and non-technical audiences, including customers.

• Ability to prioritize competing tasks in a dynamic production environment.

• Preferred: Direct experience with warehouse automation, material handling systems, logistics technology, or industrial automation.

• Preferred: Experience with WES, WCS, WMS, or similar operational technology platforms.

• Preferred: Understanding of warehouse automation architecture, material flow, and WES/WCS/WMS integration.

• Preferred: Knowledge of conveyors, sortation, AS/RS, AMRs, robotics, goods-to-person, and shuttle systems.

• Preferred: Familiarity with PLC and industrial control concepts and communication technologies.

• Preferred: Knowledge of APIs, messaging, interfaces, databases, and system integrations.

• Preferred: Working knowledge of SQL and troubleshooting databases.

• Preferred: Familiarity with monitoring tools, Windows, and Linux.

• Preferred: ITIL or equivalent IT Service Management certification.

• Preferred: Six Sigma Green Belt or Black Belt certification.

• Preferred: Experience with ServiceNow, Jira Service Management, Jira, Azure DevOps, or similar tools.

• Preferred: Background in Agile or DevOps environments, SDLC, and release management.

• Preferred: Experience in large-scale distribution centers, fulfillment centers, or e-commerce operations.

• Preferred: Experience directly working with PLC-based automation systems and controls engineers.

• Ability to participate in support escalation activities outside of standard business hours as needed.

• May require travel to client sites.

• Ability to work safely around active material handling and automated equipment in compliance with safety protocols.

🏝️ Benefits

• Equal employment opportunity regardless of protected characteristics.

• Reasonable accommodations for qualified individuals with disabilities.