Hypercare Lead – SAP Ariba (Banking Transformation Program)

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, operational impacts, and remediation plans.

Risk, Control & Compliance

• Identify and monitor operational risks, control gaps, and potential impacts during the hypercare phase.
• Ensure adherence to internal governance, technology risk policies, and regulatory standards applicable to the banking environment.
• Support the documentation of incidents, root cause analysis, and remediation actions in collaboration with risk and control functions.
• Knowledge Management & Transition to BAU
• Ensure all workarounds, fixes, standard operating procedures, and FAQs are properly documented.
• Coordinate knowledge transfer and training for operations and BAU support teams.
• Define and manage the formal exit from hypercare into steady-state operations.
• Continuous Improvement
• Conduct post-hypercare reviews to capture lessons learned and best practices.
• Provide recommendations to improve implementation, testing, and support models for future releases or deployments.

Key Requirements

Experience

• Proven experience leading Hypercare or Post-Go-Live Stabilization for large-scale ERP implementations.
• Hands-on experience supporting SAP Ariba or similar procurement / supply chain platforms.
• Strong understanding of incident management and service stabilization frameworks.
• Experience working within complex, cross-functional transformation programs.

Skills & Capabilities

• Ability to design and implement a hypercare operating model and governance structure.
• Strong stakeholder management skills, including experience engaging with senior leadership and program stakeholders.
• Excellent problem-solving, coordination, and escalation management abilities.
• Strong understanding of procurement or supply chain processes.

Preferred

• Experience in financial services or regulated environments.
• Familiarity with ERP transformation programs and large-scale system rollouts.