Incident Management & Hyper Care Lead

Role Overview

The Incident Management & Hyper Care Lead is responsible for establishing and leading the post-go-live hyper care support model for BDS Sapphire Digital Platform. This role ensures operational stability, rapid incident resolution, and effective coordination across business, technology, and operations teams for long-term sustainment activities for the Sapphire enterprise system implementations.

Lead hyper care and post deployment delivery strategy for Sapphire Operations Support & Sustainment, lead the design and development of a centralized Sapphire Support Center, and lead post-go-live issue intake, triage, prioritization, escalation, and resolution tracking.

The candidate will partner day-to-day with delivery leaders, Integrated Product Teams (IPT), functional support teams, end users, and IT development teams to ensure effective post deployment execution and long-term sustainment of deployed capabilities.

• Bachelors Degree or higher
• 5 + years of experience in post-implementation support, help desk & hyper-care operations, system sustainment, and upgrade management
• 5+ years of experience deploying complex IT or software systems such as Enterprise Resources Planning (ERP), Manufacturing Operations Management (MOM), or Product Lifecycle Management (PLM)
• 5+ years of experience with managing a project or process improvement effort
• 5+ years of experience using analytical, collaboration, communication and organizational skills
• 5+ years of experience collaborating with cross-functional teams and technical experts
• 5+ years of using industry best practices for reporting and analytic dashboards

• Competitive base pay
• Variable compensation opportunities
• Health insurance
• Flexible spending accounts
• Health savings accounts
• Retirement savings plans
• Life and disability insurance programs
• Paid and unpaid time away from work