Incident Management Agent

Role: Incident Management AgentLocation: Colombia (100% Remote)Job Type: Contract Required Skills:Oracle EBSSupply Chain / Oracle Supply ChainSupply Planning (SPM)Order ManagementOracle Shipping & InventoryBusiness-side Incident ManagementPegaB2B OperationsRepair, Ordering, Replacement, and RMA Processes Incident Management Agent (Application Support & Operations)We are looking for an experienced Incident Management Agent to provide production support for enterprise applications within Supply Chain & Logistics operations. The role involves incident monitoring, troubleshooting, stakeholder communication, release support, and ensuring timely resolution of business-critical issues in a 24x7 support environment.Key ResponsibilitiesMonitor, manage, and resolve incidents using ServiceNow, ESP, and enterprise monitoring tools.Provide 24x7 operational support and ensure adherence to SLA commitments.Analyze, troubleshoot, and resolve application, process, and data-related issues.Monitor alerts, support critical incidents, and participate in Emergency Operations Center (EOC) calls.Collaborate with IT Operations, Development, and Business teams for incident resolution and root cause analysis.Execute UAT test cases and support application releases and deployments.Manage communications for planned and unplanned outages.Follow ISO processes, knowledge base articles, and operational procedures.Identify process improvement opportunities and drive operational efficiencies.Support Supply Chain, Logistics, Order Management, Partner/EDI, and related business applications. Required Skills & Qualifications2+ years of experience in Incident Management, Application Support, or Production Support.Hands-on experience with ServiceNow or similar ticketing/case management tools.Experience supporting enterprise applications in Supply Chain, Logistics, Order Management, or ERP environments.Strong SQL/PL-SQL experience.Working knowledge of ERP systems such as Oracle or SAP.Excellent problem-solving, analytical, and troubleshooting skills.Strong verbal and written communication skills.Proven experience working with global stakeholders and managing escalations. Good to Have QualificationsPega CSA Certification with 2+ years of Pega experience.Salesforce Certified Administrator with 2+ years of Salesforce experience.Experience with Oracle Inventory and Shipping modules.Knowledge of MuleSoft, API Integrations, RosettaNet PIPs, E2Open, and B2B/EDI processes.Understanding of Incident Reporting (IR), ISO processes, and Reverse Logistics. Srishti SinghSenior IT RecruiterDirect: (.