Hypercare Agent

We are seeking a highly skilled Hypercare Agent to support critical post-deployment operations during the decommissioning phase of major IT/Telecom systems. The ideal professional will serve as the first point of contact for issue resolution, ensuring seamless transition, minimal disruption, and precise coordination with cross-functional teams.

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Key Responsibilities

• Provide post-deployment hypercare support during the decommissioning of systems.
• Act as the primary contact for issue resolution during transition activities.
• Monitor and manage all hypercare activities, ensuring timely response and closure.
• Coordinate with technical, functional, and operations teams to troubleshoot and resolve issues quickly.
• Document all issues, resolutions, and process updates for organizational knowledge base.
• Communicate regular status updates to stakeholders, leadership, and project teams.
• Support smooth transition of systems, data, and processes during decommission.
• Ensure adherence to SLA timelines, escalation protocols, and post-implementation guidelines.

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Required Skills & Experience

• Prior experience in hypercare, post-implementation support, or transition management.
• Strong problem-solving, analytical, and coordination capabilities.
• Excellent verbal and written communication, with strong stakeholder management.
• Ability to work in fast-paced, highly collaborative environments.
• Preferred: Experience with IT, Telecom, or large enterprise system environments.
• Working knowledge of ticketing tools (ServiceNow, Jira, Remedy, etc.) is a plus.