About Capco

Capco, a Wipro company, is a global technology and management consultancy specializing in driving digital transformation in the financial services and energy industry. With a growing client portfolio comprising of over 100 global organizations, Capco operates at the intersection of business and technology by combining innovative thinking with unrivalled industry knowledge to deliver end-to-end data-driven solutions and fast-track digital initiatives for banking and payments, capital markets, wealth and asset management, insurance, and the energy sector. Capco’s cutting-edge ingenuity is brought to life through its Innovation Labs and award-winning Be Yourself At Work culture and diverse talent.

We are experts in Banking, Capital Markets, Wealth and Asset Management. We specialise in Digital Transformation, Data Management & Data Analytics, Business & Finance Transformation engagements, and IT transformation and Change programs.

We are committed to growing our business and hiring the best talent in the market. Our focus is on maintaining our agile and entrepreneurial culture.

 

Role Overview

We are seeking an experienced Hypercare Lead to support the post-SAP Ariba rollout for the APAC market within a large-scale transformation program. This role will be responsible for establishing and leading the post-go-live hypercare support model, ensuring operational stability, rapid incident resolution, and effective coordination across business, technology, and operations teams.

The successful candidate will act as the central point of coordination during the hypercare phase, driving issue resolution, stakeholder communication, and risk management while ensuring a smooth transition from project implementation to business-as-usual (BAU) operations.

Key Responsibilities

Hypercare Strategy & Readiness

• Define and implement the hypercare strategy, operating model, and governance framework for the SAP Ariba rollout.
• Develop detailed hypercare plans, timelines, success metrics, and exit criteria for the post-go-live stabilization phase.
• Coordinate readiness across technology, operations, vendors, and business stakeholders to ensure adequate support coverage.
• Establish service levels (SLAs), escalation pathways, and operational processes for managing issues during hypercare.

Hypercare Execution & Incident Management

• Act as the single point of contact for hypercare operations during the stabilization period.
• Oversee the triage, prioritization, and resolution of incidents, defects, and service requests.
• Coordinate with IT, vendors, and functional teams to drive timely resolution and permanent fixes.
• Ensure adherence to defined service levels, incident management processes, and escalation protocols.

Stakeholder Management & Communication

• Provide regular status updates, reporting, and dashboards to senior program stakeholders and leadership.
• Facilitate daily stand-ups, war-room sessions, and issue resolution meetings during critical stabilization periods.
• Maintain clear communication with business stakeholders regarding system issues, oper