Incident Management Agent Application Support & Operations

Job Overview

Our client is seeking an experienced Incident Management Agent to provide production support for enterprise applications within Supply Chain & Logistics operations. This is a high-impact role in a 24x7 support environment, requiring hands-on incident monitoring, troubleshooting, stakeholder communication, and release support to ensure timely resolution of business-critical issues.

Key Responsibilities

• Monitor, 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

• 2+ 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

Preferred Skills

• Pega 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, ISO processes, and Reverse Logistics

Location & Work Model: 100% Remote — Costa Rica

Engagement Details

This is a contract position supporting a 24x7 global operations environment. Candidates must be available for rotational or on-call shifts as required by the business.