[Hiring] Incident Management Agent @Inficare Technologies

Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• 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 (IR), ISO processes, and Reverse Logistics.

Key Competencies

• Incident Management
• ServiceNow
• SQL/PL-SQL
• Oracle/SAP ERP
• Supply Chain Operations
• Application Support
• Release Support
• UAT
• Stakeholder Management
• EDI/B2B Support