Need Incident Management Specialist

Job Title: Incident Management Specialist Location: San Jose CA (Hybrid 3 days week) Duration: Long Term Contract

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 Spare 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 while 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) support by timely accepting, acknowledging, and analyzing incidents (support tickets).
Maintain active status updates 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 update them with initial analysis, ensuring accurate and detailed documentation.
Coordinate with IT for Estimated Time of Arrival (ETA) updates 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.
Escalate cases pending resolution beyond defined thresholds to Incident Management and IT teams as 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 teams.
Participate in application fixes and enhancements training, perform User Acceptance Testing (UAT), and report outcomes.
Arrange backup agents during absences and perform special assignments as needed.

Must-Have Qualifications
At least 2 years of hands-on experience in live (production) application support and incident management.
Proficiency with ServiceNow or similar ticketing/incident management tools.
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.
Experience working with:
o Oracle E-Business Suite (Order Management, Inventory Management, and Shipping processes)
o Spare Parts Planning and Repair Depots Operation, and Spare Parts Planning Applications (SPM)
Intermediate SQL skills preferred for querying databases.
Strong 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.

Nice-to-Have Qualifications
Exposure to:
Pega
Salesforce
EDI & B2B technologies, including:
o MuleSoft
o API Integration
o RosettaNet PIPs
o Data Transfer Gateways such as E2Open
Certifications
ITIL Certification or related Incident Management framework certifications are advantageous.