Project Incident Manager for Manhattan Active (MAWM/MAO) / Remote within Europe

Project Incident Manager for Manhattan Active (MAWM/MAO) / Remote within Europe Enviar solicitud At Kapres Technology, we are looking for an Project Incident Manager for Manhattan Active (MAWM/MAO) implementations to work with a multinational client, a leader in the logistics sector. Looking for someone who can start at the latest by end of August and needs to be located in Western Europe due to scale of projects operating in EU Or Eastern/ Central North America. A Project Incident Manager for Manhattan Active (MAWM/MAO) implementations, responsible for managing critical incidents that threaten project milestones, testing, cutover, hypercare, or go-live. The role 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 Examples include: 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 Required Skills Technical 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. Project & Delivery 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 A strong candidate would typically have: 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. Ubicaciones Varias ubicaciones Estado remoto Completamente remoto Remoto Poland Spain Slovakia Sweden Zaragoza Netherlands Madrid Italy Germany France España Eastern europe Santa Cruz de La Palma Mejorar la fidelización de los empleados, reduciendo el absentismo y la rotación de personal. Reforzar el sentimiento de pertenencia del capital humano y, con ello, la motivación e implicación de los trabajadores actuales. Permitir a nuestra organización diferenciarse de la competencia a partir de una propuesta de valor añadido. Por qué Kapres Technology El sector tecnológico es un sector en total evolución y nos demanda cada vez más profesionales cualificados. En Kapres Technology debemos seguir profesionalizando el sector, que continúa en expansión y crecimiento, puesto que es nuestra obligación, para dar el mejor servicio a nuestros clientes, y la mejor formación a nuestro equipo técnico; creando nuevos modelos de interacción con nuestros clientes y nuestros profesionales. Acerca de Kapres Technology, S.L. Nuestra gran dedicación, capacidad de innovación y calidad de servicios durante más de 20 años de experiencia nos ha permitido convertirnos en un referente en soluciones TIC. La excelencia en el trato y en los servicios al cliente está basada en un gran equipo de profesionales especializados en cada una de las ramas de trabajo, actualizados en las últimas novedades y cuya meta es siempre la satisfacción de nuestro principal activo: Nuestro Equipo Humano y Nuestros Clientes