Lead Cloud Applications Consultant -OTCS/xECM/OTDS

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

The Opportunity:

An OpenText Content Server Lead Cloud Application Consultant is responsible for the technical delivery of the CS (Content Server) Platform based solutions. This role has a heavy deployment and administration emphasis, combined with the consultation skills required to promote the impression of quality and excellence actively fostered within the Customer Success Organization.

Engagements may vary from managing multiple short and relatively fast paced engagements, to larger projects depending upon level of experience. The nature of work may include full application lifecycle activities right from development, deployment/provisioning, testing, migration, decommissioning and ongoing run & maintain (upgrades, patching etc.) support of the cloud deployments or be part of an upgrade factory program which will target the On-premises customers to bring them to the latest stack i.e.) closer to the cloud editions.

The role is customer facing and requires excellent interpersonal skills with the ability to communicate to a wide range of stake holders (internally and externally), both verbally and in writing.

You are great at: 

Work with an OpenText technical delivery/consulting team to:

• Participate and contribute to Project execution phases.

• Participate in the day-to-day administration of the systems, including Incident & Problem Management

• Participate in planning and execution of new implementations, upgrades, and patching activities (Cloud or OnPrem via Upgrade factory/Center)

• Participate in the advanced configuration of CS software components, in line with project and customer time scales.

• To co-ordinate project delivery through multiple teams that may include 3rd party suppliers, partners and client resources.

• Actively contribute to automating provisioning, patching and upgrade activities where possible to achieve operational efficiencies.

• Actively seek new opportunities by working with the customer and the change control provisions provided by the contract, to extend the scope of profitable business.

• Actively use and contribute to the project management standards and quality checks used within OpenText Cloud Services.

• Understand requirements, conduct detailed design, determine level of effort, plan work breakdown structures and implementation approach.

• Prepare, maintain, and submit activity/progress reports and time recording/management reports in accordance with published procedures. Keep project managers informed of activities and alert of any issues promptly. Provide inputs as part of engagement closure on project learnings and suggest improvements.

• Manage expectations and responsibilities for all client and internal stakeholders.

• Utilize exceptional written and verbal communication skills while supporting customers via web, telephone, or email, while demonstrating a high level of customer focus and empathy.

• Respond to and solve customer technical requests, show an understanding of the customer's managed hosted environment and applications within the Open Text cloud enabling resolution of complex technical issues. Document or implement proposed solutions.

• Respond to and troubleshoot alerts from monitoring of applications, servers, and devices sufficient to meet service level agreements.

• Collaborating on cross-team and cross-product technical issues with a variety of resources including Product support, IT, and Professional Services. 

Person Specification (Qualifications and Experience required):

BE/B. Tech. or equivalent technical qualification

Minimum of 7 years of relevant experience

What it takes:

Well versed with deployment, administration, troubleshooting, upgrade/migration of the OpenText Content Suite Platform and surrounding components (Content Server, Archive Server, xECM, xECM Modules, Brava, OTDS, Search & Indexing). Experience with Cloud deployment of the Content Suite Platform will be an advantage.

Good experience/knowledge on the following:

• Knowledge on Windows, UNIX, and Application administration skills in a TCP/IP network environment.

• Experience working with relational DBMS (PostgreSQL/Postgres, Oracle, MS SQL Server, mySQL)

• Programming/scripting is helpful, (ie. SQL, .sh/.bat, Java, JavaScript,Powershell)

• Familiarity with configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.).

• Good understanding of object-oriented programming, Web Services, LDAP configuration, and RDBMS concepts

Candidate should possess:

• Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution

• Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.

• Strong interpersonal and people management skills

• Ability to use own initiative to resolve problems and to obtain relevant information needed to perform a given task.

• Highly motivated

• Good communication skills

• Team player, result driven, ambitious, responsible.

• Enjoys sharing knowledge and communication.

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 1-800-499-6544.