Supply Chain Analyst – Incident Management & Application Support

About the role

We are seeking an experienced Incident Management Agent to provide 24x7 production support for enterprise applications within Supply Chain & Logistics operations. The role focuses on monitoring, troubleshooting, and ensuring 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 adhere to SLA commitments.
• Analyze, troubleshoot, and resolve application, process, and data‑related issues.
• Participate in Emergency Operations Center (EOC) calls and support critical incidents.
• Collaborate with IT Operations, Development, and Business teams for root‑cause analysis.
• Execute UAT test cases and support application releases and deployments.
• Manage communications for planned and unplanned outages.

Required profile

• 2+ years of experience in Incident Management, Application Support, or Production Support.
• Hands‑on experience with ServiceNow or similar ticketing tools.
• Experience supporting enterprise applications in Supply Chain, Logistics, Order Management, or ERP environments.
• Strong problem‑solving, analytical, and troubleshooting abilities.
• Excellent verbal and written communication skills.

Required skills

• ServiceNow
• SQL / PL‑SQL
• Oracle or SAP ERP
• Pega (CSA certification preferred)
• Salesforce (Admin certification preferred)
• MuleSoft, API integrations, RosettaNet PIPs, E2Open, B2B/EDI processes