Hypercare & Managed Services Consultant

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Hypercare and post-launch assistance for enterprise applications and business systems.

• Oversee production environments to ensure system stability and operational continuity.

• Handle incident resolution, issue tracking, root cause analysis, and escalation coordination.

• Collaborate with business users, technical teams, vendors, and project stakeholders to address production challenges.

• Facilitate managed services operations, service requests, and ongoing maintenance tasks.

• Coordinate defect management, change requests, and release support activities.

• Develop and maintain SOPs, support documentation, knowledge articles, and operational runbooks.

• Monitor SLAs, KPIs, and service delivery metrics to guarantee high-quality support.

• Assist in user training, knowledge transfer, and transition-to-support efforts.

• Engage in on-call support and overlap with US business hours as needed.

⛳️ Requirements

• Over 10 years of experience in Application Support, Managed Services, Production Support, or Hypercare Operations.

• Extensive experience in supporting enterprise applications, ERP systems, or cloud-based platforms.

• Proficient in incident management, problem management, and change management processes.

• Familiarity with ticketing and service management tools such as ServiceNow, JIRA, or Remedy.

• Strong troubleshooting, analytical, and root cause analysis capabilities.

• Experience working collaboratively with cross-functional technical and business teams.

• Preferred familiarity with cloud platforms like Amazon AWS, Microsoft Azure, or Google GCP.

• Exceptional communication, stakeholder management, and documentation abilities.

• Capacity to work independently in a remote setting.

• Solid understanding of ITIL processes and service delivery best practices.

• ITIL Certification or Service Management certifications are preferred.

• Experience in supporting large-scale transformation or ERP implementation projects is preferred.

• Exposure to DevOps, monitoring, and automation tools is advantageous.

• Experience collaborating with global teams and enterprise clients.

🏝️ Benefits

• Competitive compensation package

• Opportunities for professional development and career advancement.

• Flexible working conditions, with remote options available.

• Dynamic and supportive work environment.