Hypercare & Managed Services Consultant

United States, overlapping US business hoursContractSenior

Salary not disclosed

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Job Details

10+ years of experience in Application Support, Managed Services, Production Support, or Hypercare Operations.
Strong experience supporting enterprise applications, ERP systems, or cloud-based platforms.
Knowledge of incident management, problem management, and change management processes.
Experience with ticketing and service management tools such as ServiceNow, JIRA, or Remedy.
Strong troubleshooting, analytical, and root cause analysis skills.
Experience coordinating with cross-functional technical and business teams.
Familiarity with cloud platforms such as Amazon AWS, Microsoft Azure, or Google GCP.
Excellent communication, stakeholder management, and documentation skills.
Ability to work independently in a remote environment.
Strong understanding of ITIL processes and service delivery best practices.

Provide Hypercare and post-go-live support for enterprise applications and business systems.
Monitor production environments and ensure system stability and operational continuity.
Manage incident resolution, issue tracking, root cause analysis, and escalation coordination.
Collaborate with business users, technical teams, vendors, and project stakeholders to resolve production issues.
Support managed services operations, service requests, and ongoing maintenance activities.
Coordinate defect management, change requests, and release support activities.
Create and maintain SOPs, support documentation, knowledge articles, and operational runbooks.
Track SLAs, KPIs, and service delivery metrics to ensure high-quality support.
Support user training, knowledge transfer, and transition-to-support activities.
Participate in on-call support and overlapping US business hours as required.

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