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.