HYPERCARE/SUSTAINMENT SUPPORT SPECIALIST

Hypercare/Sustainment Support Specialist Description - Job Summary • We are seeking a dedicated and highly skilled Hypercare/Sustainment Support Specialist to join our IT support team.
The ideal candidate will play a critical role in providing post-go-live support for system deployments, ensuring system stability, resolving issues, and facilitating a smooth transition to long-term sustainment.
This position requires a proactive and detail-oriented individual with strong technical and problem-solving skills, as well as excellent communication abilities.
Responsibilities Immediate Post-Go-Live Support.
Monitor system performance and ensure stability.
Conduct daily stand-up meetings with the support team.
Provide on-call support during the initial hypercare phase.
Address and resolve critical and high-priority tickets promptly.
Stabilization.
Maintain strong virtual support and conduct Ad hoc stakeholder meetings.
Identify common issues, areas for improvement, and follow up on user training.
Monitor for persistent or emerging issues and ensure they are resolved.
Ongoing Support and Optimization.
Continue regular system monitoring and conduct weekly check-in meetings with key users.
Optimize system performance and follow up on implementation enhancements based on feedback.
Prepare comprehensive review reports to assess the support phases.
Education & Experience Recommended Four-year or Graduate Degree in Computer Science, Information Technology, or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 3-5 years of work experience.
Certifications in relevant technologies (e.
., ITIL, SAP S/4HANA) are highly desirable.
Knowledge & Skills Technical Skills.
Proficiency in system monitoring and performance management tools.
Strong understanding of system deployment processes and post-go-live support.
Experience in resolving critical and high-priority technical issues.
Knowledge of ITIL practices and incident management.
Familiarity with ERP systems, especially SAP S/4HANA is a plus.
Problem-Solving Skills.
Ability to diagnose and support resolving technical issues efficiently.
Strong analytical and troubleshooting skills.
Proactive in identifying and addressing potential problems before escalation.
Communication Skills.
Excellent verbal and written communication skills.
Ability to effectively communicate technical information to non-technical stakeholders.
Experience in conducting user support.
Interpersonal Skills.
Strong team player with the ability to work collaboratively.
Customer-focused with a commitment to delivering high-quality support.
Ability to manage work under pressure in a fast-paced environment.
Organizational Skills.
Strong organizational and time-management skills.
Ability to prioritize tasks and manage multiple support tickets simultaneously.
Impact & Scope • Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.
Complexity • Uses managerial concepts and company objectives to resolve issues in creative and effective ways.
Disclaimer • This job description describes the general nature and level of work performed in this role.
It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc.
These may be subject to change and additional functions may be assigned as needed by management.
Job - Information Technology Schedule - Full time Shift - No shift premium (Mexico) Travel - No Relocation - No Equal Opportunity Employer (EEO) - HP, Inc.
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