Incident Management Agent

Job Title: Incident Management Agent

Experience: 2+ Years

Employment Type:

Location: Colombia Remote

Job Summary

We are looking for an experienced Incident Management Agent to provide production and application support for enterprise applications within Supply Chain and Logistics operations. The ideal candidate will be responsible for monitoring incidents, troubleshooting application and data-related issues, managing escalations, coordinating with global stakeholders, and ensuring timely resolution of business-critical incidents in accordance with SLA requirements.

The candidate should have strong SQL/PL-SQL skills, experience with ServiceNow or similar ticketing tools, and working knowledge of Oracle or SAP ERP systems. Experience in Supply Chain, Logistics, Order Management, and enterprise application support is highly desirable.

Key Responsibilities

• Monitor, manage, and resolve incidents using ServiceNow, ESP, and enterprise monitoring tools.
• Provide production support in a 24×7 operational environment while ensuring adherence to SLA commitments.
• Analyze and troubleshoot application, process, and data-related issues using SQL/PL-SQL.
• Monitor system alerts, handle critical incidents, and participate in Emergency Operations Center (EOC) calls.
• Coordinate with IT Operations, Development, and Business teams to resolve incidents and perform root cause analysis.
• Execute User Acceptance Testing (UAT) test cases and support application releases and deployments.
• Communicate planned and unplanned outages to relevant stakeholders.
• Maintain incident records, follow ISO processes, and use established knowledge-base articles and operational procedures.
• Identify recurring issues and recommend process improvements to enhance operational efficiency.
• Support enterprise applications related to Supply Chain, Logistics, Order Management, Partner/EDI, and associated business processes.
• Manage incident escalations and provide timely updates to global stakeholders.
• Support production stability and business continuity by following established incident management procedures.

Required Qualifications

• Minimum 2+ years of experience in Incident Management, Application Support, or Production Support.
• Hands-on experience with ServiceNow or similar ticketing and case management tools.
• Experience supporting enterprise applications in Supply Chain, Logistics, Order Management, or ERP environments.
• Strong working knowledge of SQL/PL-SQL for data analysis and troubleshooting.
• Working knowledge of ERP systems such as Oracle or SAP.
• Experience in incident monitoring, troubleshooting, escalation management, and SLA adherence.
• Understanding of application releases, deployments, and UAT execution.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent verbal and written communication skills.
• Experience collaborating with global stakeholders and managing production support escalations.

Good-to-Have Qualifications

• Pega CSA certification with 2+ years of Pega experience.
• Salesforce Certified Administrator certification with 2+ years of Salesforce experience.
• Experience with Oracle Inventory and Shipping modules.
• Knowledge of MuleSoft and API integrations.
• Familiarity with RosettaNet PIPs, E2Open, and B2B/EDI processes.
• Understanding of Incident Reporting (IR), ISO processes, and Reverse Logistics.

Key Skills

Incident Management | Application Support | Production Support | ServiceNow | ESP | SQL/PL-SQL | Oracle ERP | SAP ERP | Supply Chain Operations | Logistics | Order Management | SLA Management | Root Cause Analysis | Incident Escalation | UAT | Release Support | API Integrations | EDI/B2B | Stakeholder Management

Ideal Candidate Profile

The ideal candidate will have hands-on experience supporting business-critical enterprise applications, strong SQL/PL-SQL troubleshooting skills, and the ability to manage incidents effectively in a 24×7 production support environment. Experience with ERP applications, Supply Chain and Logistics processes, incident escalation, and global stakeholder coordination will be highly valuable.