Job Overview
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 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
- X+ 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 X+ years of Pega experience
- Salesforce Certified Administrator with X+ 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: Fully Remote — United States
Engagement Details: Long-term contract engagement supporting a 24x7 production environment.
Rate:
Not specified
Location:
United States
IR35 Status:
Outside
Remote Status:
Remote
Industry:
IT
Seniority Level:
Senior