Hypercare & Managed Services Consultant

KATBOTZ; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote work options

Professional development opportunities

Collaborative team environment

Job summary

KATBOTZ LLC is seeking experienced Hypercare & Managed Services Consultants to support post-go-live operations, production stability, and ongoing service delivery for enterprise applications. This is a remote position with potential on-call responsibilities during overlapping US business hours.

The ideal candidate has 10+ years in application support and strong experience with incident management, ERP or cloud platforms, and ticketing systems such as ServiceNow, JIRA or Remedy.

Qualifications

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

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.

Skills

Incident management

Post-go-live support

Stakeholder management

Service delivery

Ticketing tools

Root cause analysis

Cross-functional coordination

Cloud platforms familiarity

ITIL processes

Remote work capability

Tools

ServiceNow

JIRA

Remedy

AWS

Azure

GCP

Job description

This is a remote position. 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.

Benefits

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

Equal Employment Opportunity

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.