Incident Management Specialist

Job Title: Incident Management Specialist

Location: San Jose, CA (On-Site)

Job Description

:Role Overview

:The Incident Management Specialist is responsible for managing and resolving incidents related to Business Applications within the supply chain domain (specifically reverse logistics and parts management)

.
This role serves as the primary point of contact for supply chain application users and collaborates closely with the IT department. The specialist adheres to defined SLAs and ITIL best practices, operating within a 24x7 monitoring and support environment to minimize business impact through effective communication and escalation managemen

t.
Key Responsibiliti

es:• Act as Level 1 (L1) supporting users by timely accepting, acknowledging, and analyzing incidents (support ticket

s).• Maintain active status on the incident management platform and communication channels during work hou

rs.• Engage directly with users upon incident receipt; document detailed case notes with full names and update business impa

ct.• Create Level 2 (L2) incidents promptly to engage IT teams (when needed) and updating with initial analysis, ensuring accurate and detailed documentati

on.• Coordinate with IT for estimated time of arrival (ETA) and validate or resolve IT cases returned promptly, or route back to IT if necessa

ry.• Meet with users before case closure to confirm resolution and document Minutes of Meeting (Mo

M).• Use case resolution templates for closure communication; update resolution domain, action, area, notes, and close tags communication; update resolution domain, action, area, notes, and close ta

gs.• Escalate cases pending resolution beyond defined thresholds to escalation management and IT teams per escalation protoco

ls.• Participate in Emergency Operations Center (EOC) bridges and represent operatio

ns.• Monitor alerts 24x7x365 and take necessary actions to restore operatio

ns.• Perform weekly case audits and report findings to the Incident Management te

am.• Support Incident Management with escalated cases to ensure prompt resoluti

on.• Identify and implement process improvements, automation opportunities, and efficiency gai

ns.• Create and maintain Knowledge Base documentation and coordinate reviews with support readine

ss.• Participate in acquiring application fixes and enhancements training, perform User Acceptance Testing (UAT), and report outcom

es.• Arrange for backup agents during absences and perform special assignments as need

ed.
Must Have Qualificati

ons:• At least 2 years of hands-on experience in live (production) applications support and incident managem

ent.• Proficiency with ServiceNow or similar assignments as nee

ded.• Knowledge of ITIL incident management processes and best practi

ces.• Strong communication skills for effective collaboration with users and IT te

ams.• Ability to work in a 24x7 operational environment with shift flexibil

ity.• Experience with escalation management and handling high-impact business iss

ues.• Experience working

on:• Oracle E-Business Suite (Order Management, Inventory management and Shipping proces

ses)• Spare Parts Planning and Repair Depots Operation, and Spare Parts Planning Applications (S

PM).• Intermediate SQL skills preferred for querying databa

ses.• Customer service-oriented mindset with commitment to SLA adhere

nce.• Strong analytical, detail-oriented, and documentation ski

lls.• Proactive in identifying process improvements and automation opportunit

ies.• Ability to work independently and as part of a cross-functional t

eam.
Nice to Have Qualificat

ions:• Exposure to an

y of:•

Pega• Sales

force• EDI & B2B technologies (including MuleSoft, API integration, RosettaNet PIPs, and Data Transfer Gateways such as E2

Open)• Certification in ITIL or related incident management frameworks is advantag

eous.
Skills: Oracle Service Parts Planning~SCM Inventory Management~Oracle EBS R12 Order Management and Advanced P