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ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Application SupportManaged ServicesProduction SupportHypercare Operationsincident managementproblem managementchange managementtroubleshootingroot cause analysisservice delivery metrics
Soft Skills
communicationstakeholder managementdocumentationanalytical skillsindependent workcollaborationknowledge transferuser trainingissue trackingescalation coordination
Tools & Technologies
ServiceNowJIRARemedyAmazon AWSMicrosoft AzureGoogle GCPDevOps toolsmonitoring toolsautomation toolsSOPs
Certifications & Qualifications
ITIL CertificationService Management certifications
Industry Keywords
enterprise applicationsERP systemscloud-based platformsSLAsKPIsservice managementglobal teamslarge-scale transformationoperational continuitychange requests
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.