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Tech Stack
Tools & technologiesAWSAzureCloudERPGoogle Cloud PlatformServiceNow
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Competitive compensation package
- Opportunities for professional development and career advancement.
- Flexible working conditions, with remote options available.
- Dynamic and supportive work environment.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Application SupportManaged ServicesProduction SupportHypercare Operationsincident managementproblem managementchange managementtroubleshootingroot cause analysisservice delivery metrics
Soft Skills
communicationstakeholder managementdocumentationanalytical skillsindependent workcollaborationknowledge transferuser trainingissue trackingescalation coordination
Certifications
ITIL CertificationService Management certifications