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.SUMMARY:This role is responsible for ensuring smooth and efficient software support operations for Warehouse Execution Systems (WES) by owning performance goals, resolving critical incidents (P1/P2) within SLA, and conducting Root Cause Analysis (RCA). The position requires strong technical expertise, proactive incident management, clear stakeholder communication, and the ability to lead and mentor team members in troubleshooting complex issues.PRIMARY RESPONSIBILITIES INCLUDE:Goal Ownership: Take responsibility for individual and department goals as agreed upon with the Software Manager.System Expertise: Demonstrate a strong understanding of Warehouse Execution Systems (WES) of H&M to ensure timely resolution of critical incident tickets (P1/P2) while documenting resolution steps and conducting Root Cause Analysis (RCA).Technical Oversight & Incident Management:Supervise all technical aspects of software support during the current shift to ensure seamless operations, resolving incident tickets within the defined SLA timeframe to enhance customer satisfaction and minimize downtime.Diagnose and resolve complex issues while managing incident tickets beyond the team's capability.Stakeholder Communication & Accountability: Maintain availability, accountability, and clear communication with customers and key stakeholders when clarifying, investigating, and resolving escalated incident tickets.Leading & Mentorship: Lead and mentor the team in troubleshooting complex issues, providing technical expertise and best practices.Onsite: Willing to spend time on site for training, especially during the start of both H&M Gaia and Ridge.Flexible Shift Work: Depending on the support schedule and period for H&M, you may be assigned to work with a flexible shift schedule, working five days per week (40 hours total), with two days off—one on the weekend and one on a weekday. This ensures adequate resource availability, including during holidays and weekends, while maintaining software support coverage from 7 PM to 7 AM EST.Attitude: Maintain an open-minded approach, with a willingness to learn and share new techniques and technologies. We value and welcome all your ideas and contributions aimed at enhancing productivity.REQUIRED QUALIFICATIONS:Education: Bachelor’s degree in computer science or a related field.Technical Expertise: At least 8 years of experience in Java, enterprise application development, and concurrent programming.Language Proficiency: Proficiency in English.Troubleshooting & Development: Experience in technical troubleshooting and software development.Technology Stack: Experience with Linux, Docker, Oracle, PostgreSQL, and Microservices.Communication & Collaboration: Excellent oral and written communication skills, with the ability to articulate technical concepts to project members and stakeholders; must be a team player who collaborates well with both technical and non-technical resources.Soft Skills: Strong interpersonal, organizational, time management, and problem-solving skills.Maintenance Experience (Plus): Prior experience working on maintenance projects or customer support is a plus.
