Hypercare & Managed Services Consultant

KATBOTZ LLC; Polska; Híbrido; PLN 253.991 - 362.845; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation package

Opportunities for professional development

Flexible working conditions

Dynamic and supportive work environment

Descripción de la vacante

KATBOTZ LLC is looking for experienced Hypercare & Managed Services Consultants to support enterprise applications and transformation projects. Responsibilities include providing post-go-live support, monitoring production environments, and managing incident resolution.

The ideal candidate will have over 10 years of experience in application support and strong skills in incident management and service delivery. The position offers competitive compensation and flexible working conditions, including remote options.

Formación

• 10+ years of experience in Application Support, Managed Services, or Hypercare Operations.
• Strong experience supporting enterprise applications, ERP systems, or cloud-based platforms.
• Knowledge of incident management and change management processes.

Responsabilidades

• Provide Hypercare and post-go-live support for enterprise applications.
• Monitor production environments for system stability.
• Manage incident resolution and escalation coordination.

Conocimientos

Incident management

User support

System stabilization

Stakeholder communication

Service delivery management

Troubleshooting

Analytical skills

Herramientas

ServiceNow

JIRA

Remedy

Descripción del empleo

KATBOTZ is seeking experienced Hypercare & Managed Services Consultants to support post-go-live operations, production support, issue resolution, and managed services activities for enterprise applications and transformation projects. The ideal candidate will have strong expertise in incident management, user support, system stabilization, stakeholder communication, and service delivery management in global enterprise environments.

Key Responsibilities

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.

Required Skills & Qualifications

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.

Preferred Qualifications

ITIL Certification or Service Management certifications preferred.

Experience supporting large-scale transformation or ERP implementation projects.

Exposure to DevOps, monitoring, and automation tools is a plus.

Experience working with global teams and enterprise clients.

• Competitive compensation package
• Opportunities for professional development and career advancement.
• Flexible working conditions, with remote options available.
• Dynamic and supportive work environment.

KATBOTZ LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. As an organization, we are unwavering in our commitment to maintaining a discrimination‑free work environment, and fostering a culture of inclusivity, belonging and equal opportunity for all employees and applicants.