Hi,

My name is Soumen, and I'm a Senior IT Recruiter with InfiCareTech. We're hiring for a Oracle CRM // Columbia Remote // Contract . If you're open to new opportunities, please share your updated resume, current location, and work authorization. I'd be happy to connect!

Oracle CRM

Columbia Remote

Contract

Role Description

· Working on Incidents in Service Now and providing epage support 24x7x365

· Maintain active status on the Enterprise Service Platform (ESP), Outlook and Webex chat throughout work hours.

· Resolve minimum of three (3) Incidents daily per Agent.

· Meet or exceed the Balance Scorecard and Metrics.

· Adhere to the ISO documents and Knowledge base articles.

· Prepare and review weekly escalated cases with Incident Management Team and follow up with IT Operations team.

· Participate in Emergency Operations Center (EOC) bridge to represent service supply chain Operations.

· Monitor epage/email alerts 24x7x365, take needed actions to restore the service supply chain Operations.

· Engage in service supply chain Release Trainings and UAT.

· Evaluate agents on each Project/Enhancement/Defect functionality within releases, ensuring they meet the required knowledge and readiness standards.

· Utilize the ESP Knowledge Base, adhere to ISO processes, and maintain cross-functional collaboration standards.





· Act on Case Audit outcomes to develop and implement approved enhancements.

· Identify and implement process improvements and efficiency gains.

· Arrange for backup Agents during periods of absence.

· Perform additional special assignments or tasks as needed.

· Address the incident from the service supply chain business community with highest quality with in the defined SLA

· Monitor the incoming incident and determine if release related

· Execute the UAT test cases for the release

· Manage and communicate the planned and unplanned outages.

Must Have ( Soft Skills):

- Excellent English skills – both verbal and written
- Outstanding communication, presentation, and analytical skills
- Proven expertise for handling integral stakeholders and dealing with escalated situations
- Experience of presentation in large forums
- Excellent problem-solving skills and ability to quickly diagnose and resolve application, process, and data issues
- Proven ability to deliver exceptional customer service and communicate effectively with clients and internal stakeholders
- Used any incident management tool like Service Now for providing support

Soumen Biswas Senior I.T Recruiter

[email protected]

Direct: +1 (phone hidden)

WhatsApp +91 (phone hidden)

📌 Oracle CRM (Colombia)
🏢 InfiCare Staffing
📍 Colombia