Operations Lead – Hypercare Lead at Zensar Technologies UK Ltd

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

10 May, 26

Salary

0.0

Posted On

09 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Hypercare Management, Incident Management, Service Stability, Performance Management, Risk Management, Compliance, Communication, Monitoring, Governance, Root-Cause Analysis, Stakeholder Engagement, Knowledge Transfer, Documentation, Resource Alignment, Escalation Management, KPI Tracking

Industry

IT Services and IT Consulting

Description

Operations Lead – Hypercare Lead: Roles & Responsibilities The Operations Lead acts as the single point of accountability for Hypercare readiness, execution, stabilization, and transition to steady‑state operations following the migration. 1. Ownership & Leadership Serve as the primary Hypercare Lead, accountable for overall service stability during and post‑migration. Lead daily hypercare governance, including war-room coordination, resource alignment, and issue prioritization. Act as the main escalation point for operational risks, incidents, and service degradation. 2. Readiness & Planning Develop a comprehensive Hypercare Plan, including scope, SLAs, communication channels, and escalation matrices. Validate operational readiness across all teams (Infra, DB, App, Support, Security, Network). Ensure knowledge transfer and documentation from project teams to operations (runbooks, SOPs, fallback procedures). 3. Monitoring & Incident Management Oversee real-time monitoring setup (infrastructure, database, application, integrations). Ensure prompt triaging, classification, and routing of incidents with clear ownership. Conduct root-cause analysis (RCA) for every critical incident and drive corrective actions. 4. Service Stability & Performance Management Track performance KPIs, error rates, latency, and capacity utilization during the hypercare window. Identify early warning indicators and implement preventive actions. Ensure quick stabilization of migrated workloads and minimize customer impact. 5. Coordination & Communication Run daily and ad-hoc war rooms, ensuring all teams (DBA, app dev, network, cloud, support) are in sync. Provide executive-level communication on service health, incidents, and remediation plans. Publish daily/weekly hypercare dashboards, incident summaries, and stability reports. 6. Risk, Compliance & Controls Track and manage all hypercare-related risks and issues with mitigation actions. Ensure operational processes adhere to compliance, security, and audit requirements. Validate fallback/rollback procedures and coordinate execution if required. 7. Customer & Stakeholder Engagement Provide timely updates to business stakeholders and account teams on hypercare status. Ensure client-reported issues are addressed with urgency and transparency. Coordinate UAT support and client validation activities during the stabilization period. 8. Handover to Steady-State Operations Define clear exit criteria for hypercare completion. Ensure all incidents, open risks, and action items are resolved or transitioned with ownership. Execute the formal handover to BAU operations with documentation, performance baseline, and service health status. At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus. Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself. We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.

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Responsibilities

The Operations Lead is responsible for ensuring service stability during and after migration, leading daily hypercare governance, and managing operational risks. They develop a comprehensive Hypercare Plan and oversee real-time monitoring and incident management.