Lead Cloud Support Specialist- OTCS

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. 

Job Opportunity

The OpenText Cloud Production Support Team is currently searching for a Lead Cloud Support Specialist to support OpenText Content Server solutions deployed within the OpenText Cloud.  The successful candidate will be a technically resourceful individual with the ability to provide exceptional customer support in a challenging and rewarding environment.

You will be joining a growing team that provides world class operational support including hands on troubleshooting and administration to a variety of enterprise customers.  You will be required to collaborate with cross-functional teams to ensure that Service Levels are met and customer satisfaction is achieved.
 
You are great at: 

• Utilizing exceptional written and verbal communication skills while demonstrating a high level of customer focus and empathy.
• Responding to and solving customer technical requests, show an understanding of the customer's managed hosted environment and applications within the OpenText Cloud, enabling resolution of complex technical issues.
• Operating, managing, and administering production applications such as Content Suite while following documented policies and procedures.
• Responding to and troubleshooting alerts from monitoring of applications, servers, and devices sufficient to meet service level agreements.
• Collaborating on cross-functional and cross-product technical issues with a variety of resources including Product support, IT, Network Operations and Professional Services.
• Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

What it takes:

• A minimum of 8+ years previous experience working within a technical support or consulting environment working with enterprise-level multi-tiered applications and supporting technologies.
• Experience with Content Suite or SuccessFactors an asset
• Experience delivering service within an ITIL based service delivery model.
• Windows, UNIX, and Application administration skills in a TCP/IP networked environment.
• Experience working with relational DBMS (MS SQL Server, PostgreSQL/Postgres, Oracle, mySQL).
  Programming/scripting is helpful, (e.g. SQL, .sh/.bat, Java, JavaScript).
• Familiarity with configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.).
• Familiarity with Docker, Kubernetes, and Helm.
  Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution.

• University/College degree within a related discipline or equivalent work experience
• Work Environment -General office environment. Participation in an on-call rotation to provide restoration of service for major incidents and perform scheduled activities outside of business hours is required. Work outside of normal business hours may be necessary due to on-call, project schedules, deadlines, system reliability issues, customer issues, travel, and/or time zone differences. Willingness to work in a 24x7 shift environment.

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.