Incident Management Agent Application Support & Operations

Job Title: Incident Management Agent (Application Support & Operations)

Location: Remote, USA

Job Type: Contract (Long Term)

Experience: X+ years

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.