Job Summary
The Application Go-Live Hypercare Support role will provide go-live and post-go-live hypercare support for RPA and Mendix applications. The role will support application stability, UAT, ServiceNow incident and request management, environment and application support, infrastructure OS patching coordination, and change and release management. The resource will coordinate with business stakeholders, development, infrastructure, security, network, database, and vendor teams to ensure successful application deployments and transition from project implementation to steady-state operations.
Key Responsibilities
• Provide go-live and post-go-live hypercare support for RPA and Mendix applications.
• Monitor application performance and stability during deployment windows.
• Coordinate with business stakeholders, developers, infrastructure teams, and vendors to resolve deployment-related issues.
• Ensure successful transition from project implementation to steady-state operations.
• Coordinate and facilitate UAT activities with business users and stakeholders.
• Track UAT defects and ensure timely remediation.
• Prepare UAT test plans, execution reports, and signoff documentation.
• Support business teams during application validation and acceptance activities.
• Manage ServiceNow incidents, requests, problem tickets, and change records.
• Perform L2/L3 troubleshooting of application-related issues.
• Ensure SLA compliance and timely resolution of tickets.
• Conduct root cause analysis (RCA) for recurring issues and implement preventive actions.
• Support the setup, configuration, and maintenance of Development, UAT, and Production environments.
• Coordinate application deployments and release activities.
• Work closely with infrastructure, security, network, and database teams to ensure application availability.
• Monitor application health and troubleshoot performance issues.
• Coordinate monthly OS patching activities with infrastructure teams.
• Assess application impacts associated with patching and maintenance activities.
• Plan and communicate maintenance windows to stakeholders.
• Validate application functionality following patching and upgrades.
• Participate in CAB meetings and support change management processes.
• Review deployment schedules and implementation plans.
• Ensure rollback plans and deployment documentation are maintained.
Required Qualifications
• Experience with major incident management.
• Experience with RPA, particularly Microsoft Power Automate.
• Experience supporting RPA and Mendix applications through go-live and post-go-live hypercare.
• Experience with ServiceNow incident, request, problem, and change management.
• Experience performing L2/L3 application troubleshooting.
• Experience coordinating UAT activities, defect remediation, testing documentation, and signoff.
• Experience supporting Development, UAT, and Production environments.
• Experience coordinating application deployments and release activities.
• Experience coordinating OS patching and validating application functionality following maintenance activities.
• Experience with change and release management processes, including CAB activities and rollback planning.
