Job Title : Incident Management Agent – Application Support & Operations

Job Type: Contract
Work Arrangement: 100% Remote
Location: Colombia
Start Date: Candidates must be available to start between September 7 and September 14, 2026

Job Summary

We are looking for an experienced Incident Management Agent to provide application support and production operations for enterprise systems supporting Supply Chain and Logistics business functions.

The successful candidate will be responsible for monitoring incidents, troubleshooting application and data issues, coordinating with technical and business teams, supporting releases, and ensuring business-critical issues are handled within established service levels. Experience working in a 24x7 support environment is highly desirable.

Key Responsibilities

- Monitor and manage production incidents using ServiceNow and other enterprise support and monitoring platforms.
- Provide application and operational support in a 24x7 environment.
- Investigate application, process, integration, and data-related issues and coordinate timely resolution.
- Monitor system alerts and participate in the management of critical incidents and escalations.
- Support emergency operational activities and communicate effectively during high-priority incidents.
- Work with development, infrastructure, IT operations, and business teams to troubleshoot issues and identify root causes.
- Support UAT activities, application releases, deployments, and post-release validation.
- Coordinate communications related to planned and unplanned application outages.
- Follow established ITIL/ISO processes, operational procedures, and knowledge management practices.




- Identify recurring issues and recommend improvements to application support and operational processes.
- Support business applications related to Supply Chain, Logistics, Order Management, ERP, Partner/EDI, and related functions.

Required Qualifications

- 2+ years of experience in Incident Management, Application Support, Production Support, or IT Operations.
- Hands-on experience with ServiceNow or comparable incident/ticket management platforms.
- Experience supporting enterprise applications in Supply Chain, Logistics, Order Management, or ERP environments.
- Strong SQL/PL-SQL skills.
- Working knowledge of Oracle ERP or SAP environments.
- Strong troubleshooting, analytical, and problem-solving abilities.
- Excellent written and verbal communication skills.
- Experience handling escalations and collaborating with integral stakeholders.
- Ability to work effectively in a high-volume, time-sensitive support environment.
- Willingness and ability to support 24x7 operational requirements, including critical incident situations.

Preferred Qualifications

- Experience with Oracle Inventory and Shipping modules.
- Experience with Pega and/or Salesforce applications.
- Pega CSA certification is a plus.
- Salesforce Administrator certification is a plus.
- Exposure to MuleSoft, APIs, RosettaNet PIPs, E2Open, B2B, or EDI integrations.
- Knowledge of Incident Reporting (IR), ISO processes, and operational governance.
- Experience with Reverse Logistics processes.
- Experience supporting enterprise Supply Chain and Logistics applications.

#IND2

Job Type: Contract
Contract length: 12 months

Work Location: Remote

📌 Incident Management Agent – Application Support & Operations (Colombia)
🏢 InfiCare
📍 Colombia