KATBOTZ® logo
KATBOTZ®

Driving Customer Success Through Finance Transformation: Advanced Processes, Analytics, & AI.

Hypercare & Managed Services Consultant

ConsultantConsultantContractRemoteLeadTeam 1-10Since 2021H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

17 days ago

Salary

0

Seniority

Lead

Bachelor Degree10 yrs expEnglishAWSAzureCloudERPGoogle Cloud PlatformServiceNow

Job Description

Hypercare & Managed Services Consultant

KATBOTZ®

• 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.

Job Requirements

  • 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 is preferred.
  • 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.
  • ITIL Certification or Service Management certifications preferred is preferred.
  • Experience supporting large-scale transformation or ERP implementation projects is preferred.
  • Exposure to DevOps, monitoring, and automation tools is a plus.
  • Experience working 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.

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