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