Incident Management Specialist- [Pega]

Job Title

Incident Management Specialist - Pega, Salesforce & Oracle EBS (Supply Chain Applications)

Job Summary

We are seeking an experienced Incident Management Specialist with 6-8 years of IT support and incident management experience to support mission-critical Supply Chain Business Applications . The ideal candidate will have hands-on experience supporting Pega, Salesforce, and Oracle E-Business Suite (R12) in a production environment.

This role will serve as the primary point of contact for business users, ensuring timely incident resolution, SLA compliance, and continuous operational support. The candidate should possess strong ITIL knowledge, excellent communication skills, and the ability to coordinate with cross-functional IT teams in a 24x7 support environment .

Experience Required

• 6-8 years of IT Application Support and Incident Management experience.
• Minimum 2+ years supporting production business applications.
• Experience supporting Supply Chain or ERP applications is highly preferred.

Work Environment

• 24x7 Production Support
• Shift-based support (including weekends/on-call if required)
• Cross-functional collaboration with Business, IT, and Operations teams

Key Responsibilities

• Provide Level 1 (L1) production support for Supply Chain business applications.
• Monitor, analyze, acknowledge, and resolve application incidents within SLA timelines.
• Create and manage Level 2 (L2) support tickets for complex issues requiring IT intervention.
• Act as the primary point of contact between business users and technical support teams.
• Coordinate with IT teams to obtain ETA updates and communicate progress to stakeholders.
• Validate incident resolution with end users before case closure.
• Maintain accurate documentation, incident notes, business impact assessments, and closure reports.
• Participate in Emergency Operations Center (EOC) bridge calls during major incidents.
• Monitor production alerts and proactively restore application availability.
• Perform weekly incident audits and recommend process improvements.
• Develop and maintain Knowledge Base (KB) articles and operational documentation.
• Support User Acceptance Testing (UAT) for application enhancements and fixes.
• Identify automation opportunities to improve support efficiency.
• Ensure compliance with ITIL incident management processes and organizational SLAs.

Mandatory Technical Skills

Incident Management

• Incident Management
• Production Support
• ServiceNow (or similar ITSM tools)
• SLA Management
• Escalation Management
• ITIL Framework
• Root Cause Analysis (RCA)

Business Applications

• Pega
• Salesforce
• Oracle E-Business Suite (R12)

Oracle EBS Modules

• Order Management (OM)
• Inventory Management
• Shipping Execution
• Advanced Pricing

Database

• SQL
• Data Validation
• Database Querying

Supply Chain Domain

• Reverse Logistics
• Parts Management
• Supply Chain Applications
• Order Fulfillment

Documentation

• Knowledge Base Creation
• Incident Documentation
• User Communication
• Meeting Minutes (MoM)

Preferred Skills

Supply Chain

• Spare Parts Planning
• Repair Depot Operations
• Warehouse Operations

Integration Technologies

• MuleSoft
• REST APIs
• API Integration
• RosettaNet PIPs
• E2Open
• Data Transfer Gateway

Process Improvement

• Automation
• Operational Excellence
• Continuous Improvement

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Supply Chain, or related discipline.
• 6-8 years of Application Support / Incident Management experience.
• Strong knowledge of ITIL Incident Management.
• Hands-on experience with Pega, Salesforce, and Oracle EBS R12.
• Experience supporting enterprise Supply Chain applications.
• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management skills.
• Ability to work in a 24x7 production support environment.