Operations Incident Specialist

Operations Incident Specialist

Location:

Atlanta, GA, 30339
Carrollton, TX, 75007
Irvine, CA, 104175

• Primary responder for operational incidents impacting 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 realtime support to business partners when operational breakdowns occur.
• 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 causes of incidents (system defects, configuration errors, data issues, 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.

• Clearly communicate incident status, impact, and resolution actions to stakeholders.
• Maintain incident documentation including timelines, actions taken, and resolution outcomes.
• Coordinate across teams to ensure ownership gaps do not delay resolution.

• Identify patterns and recurring incident themes.
• Recommend preventative controls, alerts, or operational checkpoints.
• Contribute to improved incident response playbooks and escalation paths.

• Bachelor's degree in Supply Chain Management, Business, Engineering, Economics, or a related field.
• 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.

• Experience supporting demand management, planning, forecasting, or order‑to‑cash operations.
• Familiarity with incident management or ticketing tools (e.g., Service Now, Jira).
• Experience working with ERP, CRM, or planning systems.
• Background in fast‑paced, high‑volume, or complex operational environments.

• Comprehensive benefits package including medical, dental, and vision insurance.
• Generous paid time off including paid holidays and floating holidays.
• 401(k) employer match on retirement planning.
• Hybrid working schedule for eligible positions.
• Tuition reimbursement on approved programs.
• Flexible and health spending accounts.
• Talent development program.

Equal Opportunity/Affirmative Action Employer - M/F/Disabilities/Veteran