Incident Management Specialist

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 updating with initial analysis, ensuring accurate and detailed documentation.
• Cook up coordination with IT for estimated time of arrival (ETA) and validate or resolve IT cases returned promptly, or route back to IT if necessary.
• Meet with 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 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 User Acceptance Testing (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 assignments as needed.
• 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.
• Experience Working On Oracle E-Business Suite (Order Management, Inventory management and Shipping processes) Spare Parts Planning and Repair Depots Operation, and Spare Parts Planning Applications (SPM).
• Intermediate SQL Skills Preferred For Querying Databases.
• 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.