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Sr. Incident Resolution Manager

Req id:  27753

Bangalore, KA, IN

 

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 Oppurtunity:

 

The Incident Manager manages technology incidents to quickly restore service following an outage. The Incident manager Leads a cross functional team of NOC, Engineering and Client Services associates to diagnose, troubleshoot and resolve service impacting incidents.    

The Incident Manager is the active facilitator and troubleshooting driver of major Incident events

 

You are great at:

 

5  -10% Work Focus -

  • When not responding to Incident events, Incident Managers will focus on studying the general systems and components of our major services and systems to be more prepared for the next event. 
  • Seeks continuous improvement of self, processes and services.

90 - 95% Work Focus

  • Incident managers will be able to quickly acquire and maintain a high level general overview and knowledge of the end to end systems, services and tools used by and to support our customers.
  • Reacts with ownership and urgency to escalated incidents.
  • Takes charge of service restoration and recovery efforts.
  • Documents incident events, resolution and follow up action items.
  • Uses SM9 and UCMDB to manage incidents, document resolution and begin root cause analysis.
  • Communicates incident status in a calm, clear, accurate and concise manner.
  • Escalates to Executive Management as needed.
  • Provides leadership and ensures all involved remain calm, productive and focused on the proper steps necessary to resolve incidents during high activity service impacting events.
  • Directs adhoc response team and makes key decisions to quickly restore services.
  • Communicates at a high level of clarity and authority with associates, management and customers

 

What it takes:

 

The Incident Manager works directly with the Global Operations Center, and various customer facing and operations focused teams.  

 

  • Service Management processes detailed knowledge including Incident, Problem and Change Management.
  • Broad industry experience for industry standard application software, hardware and networking.
  • Able to lead, troubleshoot and take charge during high activity sessions.
  • Demonstrated history of leading people during times of high activity, change or
  • Bachelors degree in IT field, or equivalent work experience.
  • 5 years in IT with Software or Infrastructure or Operations experience.

 

 

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

Subject to applicable laws and regulations, OpenText’s Global Vaccination Policy requires all employees to be fully vaccinated against Covid 19 in order to enter an OpenText office. Accommodations may be available.


OPENTEXT - THE INFORMATION COMPANY

Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

Perks 
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Benefits 
Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and potential. Become an OpenText Navigator.

Apply now »