VIVA USA Inc. · 8 hours ago
Escalation Manager (Hypercare Analyst)
United States
Contract
Remote
Entry, Mid Level
$55/hr - $60/hr
2+ years expVIVA USA Inc. is seeking a Hypercare Analyst to manage and support high-stakes customer relationships. The role involves identifying at-risk accounts, coordinating issue resolution across teams, and maintaining detailed documentation to ensure customer satisfaction.
ConsultingInformation TechnologyIT InfrastructureSoftware
Responsibilities
Own and manage a portfolio of Hypercare accounts as the primary point of contact throughout recovery lifecycle
Coordinate with Support, Engineering, Product Management, and VS&A teams to drive issue resolution
Lead technical action planning based on reported customer issues
Facilitate recurring syncs with customers and internal stakeholders to provide updates and maintain momentum
Maintain detailed documentation (RED records, case references, meeting notes, action plans)
Evaluate deployment readiness and product stability for escalated accounts
Monitor and flag risks to customer satisfaction; act quickly to course-correct
Train and delegate tasks to support agents while maintaining ownership of deliverables
Contribute to process and tooling improvements that scale Hypercare function
Occasional after-hours work based on business demands
Qualification
Required
High School diploma or equivalency
Familiarity with network troubleshooting, basic scripting (Linux CLI), and systems integration (APIs, workflows, automation)
2+ years of experience in project management, technical account management, or escalations roles
Familiarity with Salesforce, Google Workspace, Jira, and Slack
Network troubleshooting
Preferred
Strong knowledge of client products (Unity & Alta cloud-connected platforms)
Company
VIVA USA Inc.
VIVA USA Inc. (VIVA), certified Woman and Minority Owned, is a Technology and IT consulting company based in the greater Chicago area.
501-1000 employees
H1B Sponsorship
VIVA USA Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (9)
2023 (9)
2022 (3)
2021 (14)
2020 (13)
Funding
Current Stage
Late StageLeadership Team
Vinu Ilangovan
Chief Technology Officer
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