Pega support Consultant

Role: Pega support ConsultantLocation: Colombia (100% Remote role) Job Type: Contract Role SummaryWe 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, UAT, and ensuring timely resolution of business-critical issues in a 24x7 support environment.The ideal candidate must have strong experience in Incident Management/Application Support and hands-on experience with either Pega or ERP systems such as Oracle/SAP. Experience with Supply Chain, Logistics, Order Management, Inventory, Shipping, or EDI/B2B applications is highly preferred. Key ResponsibilitiesMonitor, manage, troubleshoot, and resolve production incidents using ServiceNow, ESP, and enterprise monitoring tools.Provide 24x7 operational support and ensure adherence to defined SLA commitments.Analyze and resolve application, process, integration, and data-related issues.Monitor application alerts and support Critical/High Priority incidents.Participate in Emergency Operations Center (EOC) calls and major incident activities.Collaborate with IT Operations, Development, Business, and Application teams for incident resolution and Root Cause Analysis (RCA).Execute UAT test cases and support application releases, deployments, and post-release validation.Manage communication for planned and unplanned outages, maintenance activities, and service disruptions.Follow ISO processes, knowledge base articles, SOPs, and operational procedures.Identify recurring incidents and process gaps and recommend process improvements and operational efficiencies.Support business applications across Supply Chain, Logistics, Order Management, Partner/EDI, Inventory, Shipping, and ERP environments.Maintain accurate incident documentation, status updates, resolution details, and knowledge articles.Escalate issues appropriately and ensure effective communication with global stakeholders. Required Skills & Qualifications2+ years of experience in Incident Management, Application Support, Production Support, or IT Operations.Hands-on experience with ServiceNow or similar ITSM/ticketing tools.MANDATORY: Hands-on experience with either Pega or ERP systems such as Oracle/SAP.Experience supporting enterprise applications in Supply Chain, Logistics, Order Management, Inventory, Shipping, or ERP environments.Strong SQL/PL-SQL skills for application and data troubleshooting.Experience with incident prioritization, escalation, SLA management, and production issue resolution.Strong analytical, troubleshooting, and problem-solving skills.Excellent verbal and written communication skills.Experience working with global stakeholders, business users, IT teams, and escalation teams.Ability to work effectively in a 24x7 production support environment, including shifts/on-call support as required.Mandatory Domain/Technology Requirement Candidates must have at least one of the following:Pega: 2+ years of hands-on Pega application/support experience, preferably with Pega CSA certification.ORERP: 2+ years of hands-on experience supporting Oracle or SAP ERP applications, preferably with Supply Chain, Inventory, Order Management, or Shipping modules. Key CompetenciesIncident Management | ServiceNow | Pega OR Oracle/SAP ERP | SQL/PL-SQL | Application Support | Production Support | Supply Chain Operations | Order Management | Inventory & Shipping | Release Support | UAT | EDI/B2B Support | RCA | SLA Management | Stakeholder Management | 24x7 Operations Preferred Candidate ProfileThe ideal candidate will be an Incident/Application Support professional with strong Pega , preferably within Supply Chain, Logistics, Order Management, Inventory, or Shipping environments. Strong SQL/PL-SQL, ServiceNow, troubleshooting, stakeholder management, and production support experience are essential.