Hypercare Support*4

We are seeking a Hypercare Support professional to manage and resolve user issues, ensuring smooth operations during the critical post-implementation phase.

The ideal candidate will monitor system performance, address incidents promptly, and provide exceptional support to ensure seamless transitions with minimal disruption to business operations.



Key
Provide immediate support for users during the hypercare phase, addressing issues related to system functionality, access, and performance.


Monitor and respond to incidents, service requests, and issues, ensuring minimal downtime and disruption.


Troubleshoot technical issues, including software, hardware, and network problems.


Log and track incidents and service requests in the service desk system, ensuring timely resolution and accurate documentation.


Escalate critical issues to senior technical teams or Hypercare Leads when necessary.


Provide regular updates to users regarding the status and resolution of issues.


Document resolutions, workarounds, and issues to build knowledge for future reference.


Assist in system testing and validation during post-implementation to ensure proper functionality.


Collaborate with teams to ensure smooth transition from hypercare to steady-state support.


Maintain high service levels by adhering to SLAs and ensuring fast response times.



Required Skills & Qualifications:
Previous experience in technical support, IT service desk, or hypercare environments.


Strong troubleshooting and problem-solving skills for enterprise software and systems (eg, Microsoft 365, Active Directory).


Familiarity with incident management tools (eg, ServiceNow, Jira).


Ability to communicate effectively with users and stakeholders.


Strong attention to detail and organizational skills to manage multiple tasks and priorities.


Ability to work under pressure while ensuring high-quality service delivery.



Preferred Qualifications:
ITIL Foundation certification or experience in IT service management.


Experience with cloud-based platforms and post-implementation support.


Familiarity with monitoring, automation, or troubleshooting tools.


Experience in a post-deployment support or hypercare environment.

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