Hypercare & Managed Services Consultant

🕒 May 29

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KATBOTZ®

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2021

🤖 Artificial Intelligence

📚 Education

Consulting • Artificial Intelligence • Education

KATBOTZ® is a business consulting company that specializes in driving customer success through business transformation across various sectors, including life sciences, high technology, and consumer goods. They offer a comprehensive range of services, including consulting, technology solutions, educational initiatives, and talent optimization through recruiting and coaching. KATBOTZ® leverages advanced technologies such as AI and machine learning to maximize efficiency and facilitate sustainable business growth for enterprise and mid-market clients.

📋 Description

• 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.

🎯 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.