Incident Management Consultant ( Oracle)

Role: Incident Management Consultant ( Oracle)Location: Colombia (100% Remote role) Job Type: Contract Role SummaryRole: Incident Management AgentLocation: ColombiaJob Type: ContractRole SummaryIncident 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 & QualificationsOracle EBSSupply Chain / Oracle Supply ChainSupply Planning (SPM)Order ManagementOracle Shipping & InventoryBusiness-side Incident ManagementPegaB2B OperationsRepair, Ordering, Replacement, and RMA Processes