Why Zensar? We’re a bunch of hardworking, fun-loving, people-oriented technology enthusiasts. We love what we do, and we’re passionate about helping our clients thrive in an increasingly complex digital world. Zensar is an organization focused on building relationships with our clients and with each other—and happiness is at the core of everything we do. In fact, we’re so into happiness that we’ve created a Global Happiness Council, and we send out a Happiness Survey to our employees each year. We’ve learned that employee happiness requires more than a competitive paycheck, and our employee value proposition—grow, own, achieve, learn (GOAL)—lays out the core opportunities we seek to foster for every employee. Teamwork and collaboration are critical to Zensar’s mission and success, and our teams work on a diverse and challenging mix of technologies across a broad industry spectrum. These industries include banking and financial services, high-tech and manufacturing, healthcare, insurance, retail, and consumer services. Our employees enjoy flexible work arrangements and a competitive benefits package, including medical, dental, vision, 401(k), among other benefits. If you are looking for a place to have an immediate impact, to grow and contribute, where we work hard, play hard, and support each other, consider joining team Zensar

About the Role
Zensar is seeking an experienced Incident Management Agent with strong expertise in Oracle ERP, Supply Chain Operations, and Incident Management to support critical business operations across Latin America (Colombia, Mexico, Costa Rica, Uruguay, Brazil, Chile, Argentina). This is a fully remote contract opportunity offering competitive compensation and the opportunity to work on mission-critical enterprise supply chain systems within a global environment. As a key member of the support organization, you will serve as a primary point of contact for incident management activities, collaborating with cross-functional teams to restore business operations, minimize service disruptions, and deliver exceptional customer support for mission-critical supply chain applications.

Key Responsibilities
• Provide 24x7x365 incident support through ServiceNow, ePage alerts, email, and operational monitoring processes.
• Maintain active availability on Enterprise Service Platform (ESP), Outlook, and Webex throughout assigned

working hours
.
• Resolve a minimum of three (3) incidents per day while meeting and exceeding defined service metrics and balanced scorecard objectives.




• Monitor incoming incidents and determine whether issues are release-related, application-related, or operational in nature.
• Adhere to all ISO processes, operational procedures, and Knowledge Base documentation standards.
• Review weekly escalated cases with the Incident Management team and collaborate with IT Operations teams to drive timely resolution.
• Participate in Emergency Operations Center (EOC) bridges and represent Service Supply Chain Operations during critical incidents.
• Monitor ePage and email alerts, take appropriate action, and coordinate response efforts to restore business services.
• Execute User Acceptance Testing (UAT) test cases for new releases, enhancements, and defect fixes.
• Participate in release readiness activities and supply chain application training programs.
• Evaluate support agents on release functionality, enhancements, and project deliverables to ensure operational readiness.
• Manage and communicate planned and unplanned outages to business stakeholders.
• Leverage ESP Knowledge Base resources and maintain strong collaboration with cross-functional teams.
• Act on case audit findings and support implementation of approved process improvements.
• Identify opportunities for operational efficiency, automation, and continuous improvement.
• Coordinate backup coverage during scheduled absences.
• Perform additional projects, assignments, and operational duties as needed.
• Ensure incidents are addressed within defined SLAs while maintaining the highest level of customer satisfaction. Required Qualifications Oracle ERP & Supply Chain Expertise Hands-on experience supporting Oracle E-Business Suite (EBS) with emphasis on:
• Inventory Management
• Shipping & Logistics
• Order Management
• Service Supply Chain
• Return Material Authorization (RMA)
• B2B Transactions
• EDI Support
• Oracle Forms
• Oracle PL/SQL Technical Skills
• Experience supporting enterprise business applications in a production environment.
• Hands-on experience with B2B integration technologies.
• Strong understanding of Incident Reporting (IR) and ISO processes.




• Intermediate-level SQL and PL/SQL skills.
• Experience using incident management tools such as ServiceNow.
• Experience supporting application releases, outage management, and production support environments. Professional Skills
• Excellent verbal and written English communication skills.
• Proven ability to manage executive-level and general stakeholder interactions.
• Strong presentation and communication skills.
• Excellent analytical and troubleshooting abilities.
• Ability to quickly diagnose and resolve application, process, and data-related issues.
• Strong customer service orientation and stakeholder management capabilities.
• Ability to work effectively in fast-paced, high-pressure operational environments. Preferred Qualifications The following skills are highly desirable:
• Salesforce Administration
• Salesforce Certified Administrator Certification
• MuleSoft Integration Platform
• API Integration Technologies
• RosettaNet Partner Interface Processes (PIPs)
• E2open Data Transfer Gateway Integrations
• Reverse Logistics (RL) Business Processes
• Supply Chain Integration Platforms
• Experience supporting global supply chain operations Interested?
• Apply or reach out directly to discuss how your experience aligns with this opportunity. Zensar believes that diversity of backgrounds, thought, experience, and expertise fosters the robust exchange of ideas that enables the highest quality collaboration and work product. Zensar is an equal opportunity employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Zensar is committed to providing veteran employment opportunities to our service men and women. Zensar is committed to providing equal employment opportunities for people with disabilities or religious observances, including reasonable accommodation when needed. Accommodation made to facilitate the recruiting process are not a guarantee of future or continued accommodation once hired. All applicants must be legally authorized to work with Zensar. Visa sponsorship may be available for qualified applicants for certain positions. Zensar values your privacy. We’ll use your data in accordance with our privacy statement located at: https://zensar.com/privacy-notice

📌 Incident Management Specialist (Colombia)
🏢 Zensar Technologies
📍 Colombia