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Role: Incident Management Specialist
Location: San Jose CA or RTP NC
Duration:6 Months
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 management.
Key Responsibilities:
Role: Incident Management Specialist
Location: San Jose CA or RTP NC
Duration:6 Months
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 management.
Key Responsibilities:
- Act as Level 1 (L1) supporting users by timely accepting, acknowledging, and analyzing incidents (support tickets).
- Maintain active status on the incident management platform and communication channels during work hours.
- Engage directly with users upon incident receipt; document detailed case notes with full names and update business impact.
- Create Level 2 (L2) incidents promptly to engage IT teams (when needed) and updating with initial analysis, ensuring accurate and detailed documentation.
- Coordinate with IT for estimated time of arrival (ETA) and validate or resolve IT cases returned promptly, or route back to IT if necessary.
- Meet with users before case closure to confirm resolution and document Minutes of Meeting (MoM).
- 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 tags.
- Escalate cases pending resolution beyond defined thresholds to escalation management and IT teams per escalation protocols.
- Participate in Emergency Operations Center (EOC) bridges and represent operations.
- Monitor alerts 24x7x365 and take necessary actions to restore operations.
- Perform weekly case audits and report findings to the Incident Management team.
- Support Incident Management with escalated cases to ensure prompt resolution.
- Identify and implement process improvements, automation opportunities, and efficiency gains.
- Create and maintain Knowledge Base documentation and coordinate reviews with support readiness.
- Participate in acquiring application fixes and enhancements training, perform User Acceptance Testing (UAT), and report outcomes.
- Arrange for backup agents during absences and perform special assignments as needed.
- At least 2 years of hands-on experience in live (production) applications support and incident management.
- Proficiency with ServiceNow or similar assignments as needed.
- Knowledge of ITIL incident management processes and best practices.
- Strong communication skills for effective collaboration with users and IT teams.
- Ability to work in a 24x7 operational environment with shift flexibility.
- Experience with escalation management and handling high-impact business issues.
- Proficient with technologies including:
- Pega
- Salesforce
- Oracle E-Business Suite (Order Management, Inventory management and shipping processes)
- Intermediate SQL skills preferred for querying databases.
- Customer service-oriented mindset with commitment to SLA adherence.
- Strong analytical, detail-oriented, and documentation skills.
- Proactive in identifying process improvements and automation opportunities.
- Ability to work independently and as part of a cross-functional team.
- Pega (Certified System Architect preferred)
- Salesforce (Certified Administrator preferred)
- Exposure to:
- Spare Parts Planning and Repair Depots Operation, and Spare Parts Planning Applications.
- B2B technologies (including MuleSoft, API integration, RosettaNet PIPs, and Data Transfer Gateways such as E2Open)
- Certification in ITIL or related incident management frameworks is advantageous.