Incident Management Specialist

VOLTO Consulting; San Jose (CA); On-site; USD 80,000 - 100,000; Full time

Job summary

The ideal candidate will have experience in production applications support and must excel in communication, escalation management, and process improvement. You will also need proficiency in ServiceNow and knowledge of Oracle E-Business Suite.

Qualifications

• At least 2 years of hands-on experience in live (production) applications support and incident management.
• Proficiency with ServiceNow or similar assignment platforms.
• Knowledge of ITIL incident management processes and best practices.
• Strong communication skills for effective collaboration with users and IT teams.
• Ability to work in a 24x7 operational environment with shift flexibility.
• Experience with escalation management and handling high-impact business issues.
• Customer service-oriented mindset with commitment to SLA adherence.
• Strong analytical, detail-oriented, and documentation skills.
• Proactive in identifying process improvements and automation opportunities.
• Ability to work independently and as part of a cross-functional team.
• Experience working on Oracle E-Business Suite (Order Management, Inventory Management, and Shipping processes).
• Experience with Spare Parts Planning and Repair Depots Operation, and Spare Parts Planning Applications (SPM).
• Experience: 6-8 years.

Responsibilities

• Act as Level 1 (L1) supporting users by timely accepting, acknowledging, and analyzing incidents (support tickets).
• Maintain active status on the incident management platform and communication channels during work hours.
• Engage directly with users upon incident receipt; document detailed case notes with full names and update business impact.
• Create Level 2 (L2) incidents promptly to engage IT teams and update with initial analysis.
• Coordinate with IT for estimated time of arrival (ETA) and validate or resolve IT cases returned promptly.
• Meet users before case closure to confirm resolution and document Minutes of Meeting (MoM).
• Use case resolution templates for closure communication; update resolution domain, action, area, notes, and close tags.
• Escalate cases pending resolution beyond defined thresholds to escalation management and IT teams.
• Participate in Emergency Operations Center (EOC) bridges and represent operations.
• Monitor alerts 24x7x365 and take necessary actions to restore operations.
• Perform weekly case audits and report findings to the Incident Management team.
• Support Incident Management with escalated cases to ensure prompt resolution.
• Identify and implement process improvements, automation opportunities, and efficiency gains.
• Create and maintain Knowledge Base documentation and coordinate reviews with support readiness.
• Participate in acquiring application fixes and enhancements training, perform UAT, and report outcomes.
• Arrange for backup agents during absences and perform special assignments as needed.

Skills

Oracle Service Parts Planning

SCM Inventory Management

Oracle EBS R12 Order Management

Advanced Pricing

Intermediate SQL skills

Tools

ServiceNow

Job description

Location: San Jose CA or RTP NC

Duration: 6 Months

GBaMS ReqID: 10797584

100% Onsite role at San Jose CA or RTP NC

Incident Management Specialist, Oracle EBS SCM and Spare Parts Planning

The Incident Management Specialist is responsible for managing and resolving incidents related to Business Applications within the supply chain domain (specifically reverse logistics and parts management). This role serves as the primary point of contact for supply chain application users and collaborates closely with the IT department. The specialist adheres to defined SLAs and ITIL best practices, operating within a 24x7 monitoring and support environment to minimize business impact through effective communication and escalation management.

Key Responsibilities

• Act as Level 1 (L1) supporting users by timely accepting, acknowledging, and analyzing incidents (support tickets).
• Maintain active status on the incident management platform and communication channels during work hours.
• Engage directly with users upon incident receipt; document detailed case notes with full names and update business impact.
• Create Level 2 (L2) incidents promptly to engage IT teams (when needed) and update with initial analysis, ensuring accurate documentation.
• Coordinate with IT for estimated time of arrival (ETA) and validate or resolve IT cases returned promptly, or route back to IT if necessary.
• Meet users before case closure to confirm resolution and document Minutes of Meeting (MoM).
• Use case resolution templates for closure communication; update resolution domain, action, area, notes, and close tags.
• Escalate cases pending resolution beyond defined thresholds to escalation management and IT teams per escalation protocols.
• Participate in Emergency Operations Center (EOC) bridges and represent operations.
• Monitor alerts 24x7x365 and take necessary actions to restore operations.
• Perform weekly case audits and report findings to the Incident Management team.
• Support Incident Management with escalated cases to ensure prompt resolution.
• Identify and implement process improvements, automation opportunities, and efficiency gains.
• Create and maintain Knowledge Base documentation and coordinate reviews with support readiness.
• Participate in acquiring application fixes and enhancements training, perform UAT, and report outcomes.
• Arrange for backup agents during absences and perform special assignments as needed.

Must Have Qualifications

• At least 2 years of hands‑on experience in live (production) applications support and incident management.
• Proficiency with ServiceNow or similar assignment platforms.
• Knowledge of ITIL incident management processes and best practices.
• Strong communication skills for effective collaboration with users and IT teams.
• Ability to work in a 24x7 operational environment with shift flexibility.
• Experience with escalation management and handling high-impact business issues.
• Customer service‑oriented mindset with commitment to SLA adherence.
• Strong analytical, detail‑oriented, and documentation skills.
• Proactive in identifying process improvements and automation opportunities.
• Ability to work independently and as part of a cross‑functional team.
• Experience working on Oracle E-Business Suite (Order Management, Inventory Management, and Shipping processes).
• Experience with Spare Parts Planning and Repair Depots Operation, and Spare Parts Planning Applications (SPM).
• Intermediate SQL skills preferred for querying databases.
• Skills: Oracle Service Parts Planning, SCM Inventory Management, Oracle EBS R12 Order Management and Advanced Pricing.
• Experience: 6‑8 years.