What are the responsibilities and job description for the Hypercare Agent position at Global IT Family?
Job Details
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.
Key Responsibilities
Required Skills & Experience
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.
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.
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