[Hiring] Project Incident Manager @Kapres Technology, S.L.

Role Description

At Kapres Technology, we are looking for a Project Incident Manager for Manhattan Active (MAWM/MAO) implementations to work with a multinational client, a leader in the logistics sector. The role is responsible for managing critical incidents that threaten project milestones, testing, cutover, hypercare, or go-live.

The Project Incident Manager acts as the central point of coordination across business, IT, Manhattan Associates, integration partners, and third-party vendors to restore service and minimize project impact.

Key Responsibilities

• Incident Leadership
  • Lead the management of high-priority project incidents during design, build, testing, cutover, and hypercare.
  • Assess incident severity, business impact, and project risk.
  • Establish clear ownership and drive incidents through to resolution.
  • Chair incident bridge calls and ensure effective coordination across all teams.
  • Maintain accurate incident logs, actions, decisions, and timelines.
• Technical Coordination
  • Coordinate technical teams across:
    • Manhattan Active Warehouse Management (MAWM)
    • Manhattan Active Order Management (MAO)
    • Integration platforms (e.g. API, iPaaS, ESB)
    • Customer Systems
    • Transport Management Systems
    • Carrier integrations
    • WCS/WES automation systems
    • Identity and infrastructure teams
  • Ensure root cause investigations are completed rather than simply implementing workarounds.
  • Coordinate defect prioritisation and deployment of fixes.
• Stakeholder Communication
  • Provide regular executive updates during major incidents.
  • Translate technical issues into business impacts.
  • Communicate recovery plans, risks, and expected resolution times.
  • Manage communications with customers, business stakeholders, vendors, and programme leadership.
• Project Delivery Support
  • Protect key project milestones including:
    • SIT
    • UAT
    • Performance Testing
    • Cutover
    • Go-Live
    • Hypercare
  • Escalate risks that could impact delivery dates.
  • Recommend contingency plans where required.
• Governance
  • Produce Major Incident Reports (MIRs).
  • Facilitate post-incident reviews and lessons learned.
  • Track recurring issues and identify systemic improvements.
  • Ensure incidents comply with programme governance and change management processes.
• Vendor Management
  • Coordinate with:
    • Manhattan Associates
    • System Integrators
    • Middleware providers
    • Infrastructure partners
    • Customer IT teams
  • Challenge vendors where necessary to meet agreed service levels and recovery commitments.
  • Escalate through vendor management channels when required.
• Manhattan Active-Specific Responsibilities
  • A Project Incident Manager should understand the Manhattan Active ecosystem, including:
    • MAWM configuration and workflows
    • MAO order lifecycle
    • SCI (Supply Chain Intelligence)
    • Active Platform architecture
    • API-first integration model
    • Event framework
    • Message processing
    • Inventory synchronisation
    • Order orchestration
    • Wave management
    • Picking, packing and shipping processes
    • Inbound receiving
    • Labour management
    • Carrier integrations
    • Manhattan Cloud deployments
    • Release management
    • Configuration promotion between environments
• Typical Major Incidents Managed
  • Orders failing between MAO and MAWM
  • Inventory synchronisation failures
  • API failures
  • Integration queue backlogs
  • Authentication or OAuth failures
  • Carrier label generation failures
  • ASN processing failures
  • Performance degradation during load testing
  • Warehouse RF device connectivity issues
  • SCI reporting failures
  • Cutover data migration issues
  • Batch processing failures
  • Failed production deployments
  • Environment outages
  • Customer-specific configuration defects

Qualifications

• Strong understanding of Manhattan Active solutions.
• Knowledge of REST APIs and event-driven architectures.
• Experience with integration platforms (MuleSoft, TIBCO, Seeburger, etc.).
• SQL and log analysis.
• Cloud technologies (Google Cloud, Azure or AWS).
• Proven experience of Defect and Test Management Tools (JIRA, Xray).
• Understanding of warehouse operations and fulfilment processes.

Requirements

• Incident Management
• ITIL Major Incident Management
• Programme delivery
• Risk management
• Change management
• Cutover planning
• Hypercare management
• Stakeholder management
• Vendor management

Soft Skills

• Calm under pressure.
• Strong decision-making.
• Excellent communication.
• Executive reporting.
• Negotiation and influencing.
• Conflict resolution.
• Facilitation.
• Ability to manage multiple workstreams simultaneously.

Typical Deliverables

• Major Incident Reports
• Incident action trackers
• Executive status updates
• Risk and issue logs
• Recovery plans
• Root Cause Analysis (RCA)
• Lessons Learned documentation
• Service restoration plans
• Hypercare dashboards
• Incident metrics and KPIs

Key Success Measures

• Mean Time to Detect (MTTD)
• Mean Time to Resolve (MTTR)
• Number of repeat incidents
• Go-live readiness maintained
• Minimal impact to project milestones
• Quality of executive communications
• Customer satisfaction during incident management
• Successful delivery of SIT, UAT, cutover and go-live with controlled operational risk

Ideal Experience

• 8–10+ years of IT project delivery experience, with at least 3–5 years managing major incidents on large-scale warehouse management or order management implementations.
• Hands-on experience delivering Manhattan Active Warehouse Management (MAWM) and/or Manhattan Active Order Management (MAO) projects through SIT, UAT, cutover, go-live and hypercare.
• Experience coordinating cross-functional teams across business operations, application support, integration, infrastructure, cloud, and third-party vendors.
• A solid understanding of warehouse and fulfilment operations, integration patterns, and cloud-based SaaS delivery models.
• Familiarity with ITIL Major Incident Management practices and Agile delivery methodologies.