Incident Management Specialist – Oracle EBS Supply Chain & EDI (Techno-Functional)

Job Title: Incident Management Specialist – Oracle EBS Supply Chain & EDI (Techno-Functional)
Location: San Jose, CA OR RTP, NC
Duration: 12+ Months
Work Arrangement: 100% Onsite

Important Note

This is a Techno-Functional role and not a pure technical development position. Candidates must have a strong combination of Oracle EBS Supply Chain functional knowledge, Incident Management experience, EDI/B2B integrations exposure, and production support expertise.

Job Summary

We are seeking an experienced Incident Management Specialist to support and manage critical supply chain business applications, specifically within Reverse Logistics, Parts Management, Oracle E-Business Suite, and EDI/B2B integrations. The ideal candidate will act as the primary liaison between business users and IT teams, ensuring timely incident resolution, SLA adherence, and operational excellence in a 24x7 support environment.

Required Experience

• 5+ years of experience in Production Support, Incident Management, or Application Support environments.
• Minimum 2+ years of hands-on Incident Management experience supporting live production applications.
• Experience supporting Oracle EBS Supply Chain applications.
• Strong exposure to EDI and B2B integration technologies.
• Experience working within ITIL-based support organizations.

Core Functional Expertise

<>Oracle E-Business Suite (EBS)

• Oracle Order Management (OM)
• Oracle Inventory Management
• Oracle Shipping Execution
• Supply Chain Operations
• Reverse Logistics
• Parts Management
• Business Process Support

<>Incident Management & Production Support

• ITIL Incident Management
• Service Operations
• Production Support
• SLA Management
• Escalation Management
• Major Incident Coordination
• Root Cause Analysis
• Case Management
• Operational Monitoring

Technical Skills

<>EDI & B2B Technologies

• Electronic Data Interchange (EDI)
• B2B Integrations
• MuleSoft
• API Integrations
• RosettaNet PIPs
• E2Open
• Data Transfer Gateways
• Partner Connectivity

<>Service Management Tools

• ServiceNow
• Incident Ticketing Systems
• Knowledge Management Platforms

<>Database Skills

• SQL Queries
• Data Validation
• Incident Investigation Support
• Reporting & Analysis

Key Responsibilities

<>Incident Management

• Serve as Level 1 (L1) support for Supply Chain application users.
• Accept, acknowledge, analyze, and manage support incidents.
• Document business impact, issue details, and resolution activities.
• Coordinate with Level 2 (L2) and IT support teams for issue resolution.
• Monitor incident progress and ensure SLA compliance.

<>User & Business Support

• Engage directly with users to understand issues and business impact.
• Conduct resolution validation meetings before case closure.
• Prepare and document Minutes of Meetings (MoM).
• Ensure high levels of customer satisfaction and communication.

<>Escalation Management

• Escalate unresolved incidents based on defined escalation protocols.
• Participate in Emergency Operations Center (EOC) calls and bridge meetings.
• Coordinate with technical teams during critical business-impacting incidents.

<>Operational Monitoring

• Monitor business applications and alerts in a 24x7 environment.
• Identify operational risks and take proactive actions.
• Support incident response and service restoration activities.

<>Process Improvement

• Identify automation opportunities and operational improvements.
• Develop and maintain Knowledge Base articles and support documentation.
• Participate in continuous improvement initiatives.

<>Testing & Change Support

• Support User Acceptance Testing (UAT) for application fixes and enhancements.
• Validate new releases and system changes.
• Coordinate support readiness activities with business and IT teams.

Preferred Qualifications

<>Additional Application Exposure

• Pega
• Salesforce
• Spare Parts Planning Systems

<>Certifications

• ITIL Foundation Certification
• IT Service Management Certifications

Required Soft Skills

• Strong Customer Service Orientation
• Stakeholder Management
• Incident Communication
• Problem Solving
• Analytical Thinking
• Documentation Skills
• Cross-Functional Collaboration
• Escalation Management
• Attention to Detail

Experience Required

5+ Years (Minimum 2+ Years in Incident Management)