Job Title: Incident Management Agent (Application Support & Operations)
Location: Costa Rica — 100% Remote
Job Type: Contract
Experience: 2+ years
Job Overview
Our client is seeking an experienced Incident Management Agent to provide production support for enterprise applications within Supply Chain & Logistics operations. This is a high-impact role in a 24x7 support environment, requiring hands-on incident monitoring, troubleshooting, stakeholder communication, and release support to ensure timely resolution of business-critical issues.
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
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
Preferred Skills
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, ISO processes, and Reverse Logistics
Location & Work Model
100% Remote — Costa Rica
Engagement Details
This is a contract position supporting a 24x7 global operations environment. Candidates must be available for rotational or on-call shifts as required by the business.