Operations Incident Specialist
About The Position
The Operations Incident Specialist is a frontline operational role responsible for investigating, resolving, and stabilizing immediate operational issues that disrupt business execution. The position supports demand management, planning, and operational teams when system, data, or process failures occur, taking ownership from incident detection through root-cause identification and execution of an immediate fix. The role is action-oriented and execution-driven, with direct accountability for restoring operational continuity and minimizing business impact. The position is hybrid and based in Atlanta, Georgia; Carrollton, Texas; or Irvine, California. The role involves triaging and resolving incidents, coordinating across operations, IT, systems, and data teams, communicating with stakeholders, documenting incidents, and identifying recurring issues and preventative measures.
Requirements
- Bachelor’s degree in Supply Chain Management, Business, Engineering, Economics, or a related field.
- At least 3 years of experience in Operations, Operations Support, Sales Ops, Supply Chain Ops, Revenue Ops, or Production/Systems Support.
- Proven experience resolving live operational issues.
- Strong root-cause analysis and problem-solving capabilities.
- Ability to operate calmly and decisively in high-pressure, time-sensitive situations.
- Experience working cross-functionally with IT, Systems, Data, and Business teams.
- Strong written and verbal communication skills.
Nice To Haves
- Experience supporting demand management, planning, forecasting, or order-to-cash operations.
- Familiarity with incident management or ticketing tools such as ServiceNow or Jira.
- Experience working with ERP, CRM, or planning systems.
- Background in fast-paced, high-volume, or complex operational environments.
Responsibilities
- Act as the primary responder to operational incidents affecting demand management, planning, or execution.
- Rapidly triage system, data, and process issues to determine scope, severity, and root cause.
- Execute immediate corrective actions where possible or drive resolution across operations, IT, systems, and data teams.
- Ensure incidents are resolved within defined service-level expectations.
- Provide real-time support to business partners during operational breakdowns.
- Serve as the escalation point for complex or ambiguous issues requiring cross-functional coordination.
- Restore operational stability while balancing speed, data integrity, and risk.
- Identify underlying incident causes, including system defects, configuration errors, data issues, and process gaps.
- Implement short-term mitigation and stabilization fixes.
- Partner with process improvement, systems, or engineering teams to hand off recurring issues for long-term resolution.
- Communicate incident status, impact, and resolution actions to stakeholders.
- Maintain incident documentation, including timelines, actions taken, and resolution outcomes.
- Coordinate across teams to prevent ownership gaps from delaying resolution.
- Identify patterns and recurring incident themes.
- Recommend preventative controls, alerts, or operational checkpoints.
- Contribute to improved incident response playbooks and escalation paths.
Benefits
- Comprehensive benefits package including medical, dental, and vision insurance.
- Generous paid time off, including paid holidays and floating holidays.
- 401(k) employer match.
- Hybrid working schedule for eligible positions.
- Tuition reimbursement on approved programs.
- Flexible and health spending accounts.
- Talent Development program.
- Competitive compensation.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
