Senior Hypercare & Managed Services Consultant (Remote)

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

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.