Director, Cloud Support

OPENTEXT 
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

Your Impact

OpenText™ Customer Success Services are designed to drive deeper product adoption, onboard users faster and accelerate time to value.  These services leverage our L.O.V.E.TM  by OpenText model, an outcome-driven customer engagement framework and are led by an experienced OpenText Customer Success Manager who develops a custom success plan beyond purely technical factors. Customer Success Services also include a portfolio of differentiated Technical Success services delivered by experts with deep knowledge of OpenText product deployments on a variety of Cloud platforms – OpenText Cloud, Google Cloud, Microsoft Azure or Amazon Web Services.

OpenText is seeking a passionate, innovative, solution-oriented, and customer-obsessed professional to lead the EMEA Technical Success Services organization.  Reporting into the Vice President, Cloud Services, this individual will lead our EMEA practice of managers and technical experts delivering on our portfolio of Technical Success Services - a set of differentiated Managed & Application Management services to ~500+ OpenText Cloud customers.  These services and designed and delivered to help our customers leverage our world-class Content & Digital Experience solutions on a choice of cloud deployment platforms including OpenText Cloud, Google Cloud, Microsoft Azure & Amazon Webservices. Through these services, we are devoted to helping OpenText’s customers successfully adopt and maximize value from our solutions.

What the role offers:

• Reviewing & understanding Business & technical requirements, architecture & solutions for each single-tenant customer
• Change Management - Applying configuration changes & hotfixes to resolve critical issues
• Event & Incident Management – Resolving P1 -P4 incidents reported by customers or our monitoring tool-chain
• Release & deployment Management – Deploying critical application patches, custom code releases and break-fixes post-production
• Transition planning & support during Go-lives or critical customer milestones
• Problem Mgmt – Provide RCAs for critical incidents and create & execute strategies for Find 1- Fix many
• Capacity & Performance Management – conducting proactive capacity & performance analyses to ensure customer solution scales and performs as their usage increases

What you need to succeed

• 15+ years of IT experience, with 8-12 years’ relevant experience in managing enterprise single-tenant or multi-tenant application deployments throughout a typical customer lifecycle from implementation to post-production phases
• Deeply passionate about technology, he/she must have a solid understanding of how enterprise single-tenant or multi-tenant applications are deployed & managed on a Cloud native stack or on hyper-scalers.
• Expertise in delivering & leading Application Management Services /Practices for single-tenant customers, either via a System Integrator or as part of a Services organization in a Product company is a huge plus
• Skilled in being a precise world-class services leader who pays attention to detail and ensures that critical customer deliverables are always met on-time all the time.
• Obsessed with customer success, he/she will look forward to deep and direct customer engagements both reactively and strategically to ensure customer success working collaboratively with diverse global teams as well as internal and customer stakeholders.
• Passionate, hands-on problem-solver who can really drive cultural transformations to create & nurture strong metrics-driven, high-performance teams that excel in providing high level of customer experience driven by improvements in key KPIs and metrics such as Availability, First-time-to response, resolution time, productivity improvements etc.
• Strategic thinker and an expert communicator with an ability to make cogent, impactful presentations highlighting their teams’ key operational measures & KPIs, accomplishments, innovation-driven quality / productivity improvements etc. via Monthly /Quarterly Operations reviews with an Executive audience. 
• Strong people-leader, who can connect with people, drive a high-performance culture and is passionate about grooming and nurturing talent
• Strong organizational and influencing skills across teams, ability to engage stakeholders, to understand change readiness, manage differences and create buy-in.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.