KS
Project Incident Manager for Manhattan Active (MAWM/MAO) / Remote within Europe
Kapres Technology, S.L.
Contract type
Ongoing
Work mode
Remote · Western Europe
Experience
Senior · 8+ years
Job description
Project Incident Manager for Manhattan Active (MAWM/MAO) implementations with a multinational logistics client. The role manages critical incidents threatening project milestones, testing, cutover, hypercare or go-live, acting as central coordination point across business, IT, Manhattan Associates, integration partners and third-party vendors.
At a glance
- Work mode
- Remote · Western Europe
What you'll do
- 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
- Coordinate technical teams across MAWM, MAO, integration platforms (API, iPaaS, ESB), customer systems, transport management systems, carrier integrations, WCS/WES automation systems, and identity and infrastructure teams
- Ensure root cause investigations are completed rather than simply implementing workarounds
- Coordinate defect prioritisation and deployment of fixes
- 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
- Protect key project milestones including SIT, UAT, performance testing, cutover, go-live, and hypercare
- Escalate risks that could impact delivery dates
- Recommend contingency plans where required
- 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
- Coordinate with Manhattan Associates, system integrators, middleware providers, infrastructure partners, and customer IT teams
- Challenge vendors where necessary to meet agreed service levels and recovery commitments
- Escalate through vendor management channels when required
What we're looking for
- 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
- Incident Management
- ITIL Major Incident Management
- Programme delivery
- Risk management
- Change management
- Cutover planning
- Hypercare management
- Stakeholder management
- Vendor management
- Calm under pressure
- Strong decision-making
- Excellent communication
- Executive reporting
- Negotiation and influencing
- Conflict resolution
- Facilitation
- Ability to manage multiple workstreams simultaneously
- 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
Apply
Direct apply at Kapres Technology, S.L.
Opens the job posting at Kapres Technology, S.L.