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Sr. Manager, Technical Support

Req id:  9647

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 opportunity:


Want to work with 85% of the world’s top brands and more than 100,000+ customers in 140 countries? With OpenText Customer Support you have the chance to help our customers use our world class software and making them wildly successful! No two days will be the same as you’ll face new challenges and opportunities when working in our fun & collaborative atmosphere.

For more than three decades, OpenText™ has produced innovative online solutions that change the way organizations conduct their business and the way people gather, store, and use information. Our Enterprise Information Management (EIM) technology is leading the industry. We have earned the trust of the world’s top Fortune 500 companies and helped these organizations flourish, lower costs, reduce information governance and security related risks and support their digital transformation.

Our Senior Manager, Cloud Production Support (CPS) position offers you an opportunity to learn exciting technologies which would enable you to support our customers. Critical thinking is something that you’ll leverage on an ongoing basis as each customers situation is unique therefore you will need to be creative with your solutions. Our strong team-based environment ensures that if you get stuck or need some help, you’ll always feel supported.

 

You are great at:

 

 

  • Representing OpenText, acting as first point of contact for technical inquiries within the Cloud space specific to some of OpenText software solutions
  • Direct responsibility to oversee the operations of the Customer Support team. This encompasses time management, issue prioritization, and policy compliance
  • Working with Cloud customers and driving proactive support solutions. Focused on avoiding problems before they happen
  • Deliver a customer centered philosophy and culture
  • Mentor Customer Support team members both in office and remote
  • Manage all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress
  • Develop standard operating procedures for the Open Text Customer Support team
  • Participate in Human Resource activities such as hiring, performance management, training, employee professional development and employee retention etc.
  • Identify and facilitate training programs which will improve product knowledge, technical skills, and customer handling skills of team members
  • Design, develop and implement processes, systems, and technology to operationalize and improve the technical support function
  • Define, track, improve operational metrics, provide in-depth analysis, and conduct business reviews for managing effective technical support operations
  • Maintain cross-functional influence by partnering with Product, Engineering, Customer Success and Cloud Service enablement teams, to feed Product Intelligence and Customer Intelligence insights
  • To keep informed the Senior Management of all the regions for which your team is responsible for, advised of all problems and potential problems within the Open Text Customer Support team
  • Growth and Innovative mindset to make recommendations towards finding creative solutions
  • To provide leadership and facilitate open communication between Product Specialists within the group and other departments within OpenText
  • Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed
  • Multitasker with willingness to 'roll up sleeves' and do whatever it takes to achieve desired results
  • Take on additional responsibilities partnering with peers on CS INDIA Strategic priority pillars, FL managers and Director of the busines to drive Good to Great Journey of CS India maintaining our strong position as COE
  • Work towards improving employee experience to maintain our strong position on EX which is reflecting in the Annual Employee Pulse Survey

 

What it takes:

 

  • 14+ Years of Overall work experience, 8+ experience working within a technically focused Cloud environment with minimum 5-7 Years of full-time people management experience. Highly developed professional/technical skills are needed to perform the job
  • Educational Qualification: Bachelor’s degree or equivalent in relevant discipline
  • Familiarity with CRM or incident tracking and management systems like ITSM, ServiceNow, Salesforce, JIRA etc.
  • Strong team building skills and previous experience leading technical teams in the Cloud space
  • Create, organize, and communicate cloud support strategies well in advance by partnering with global peers
  • Previous experience interfacing with customers in a support capacity
  • Excellent communication skills, written and verbal
  • Certified or experienced with ITIL practice
  • Familiar with Change control & Major Incident process
  • Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment
  • Any combination of the following skills or knowledge is a must:
  • Good foundation/knowledge working with Windows OS/Linux OS, Windows and Linux Servers
  • Experience working with relational DBMS (Oracle, MS SQL Server, and IBM DB2)
  • Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix)
  • Enterprise Content Management

 

As a 24x7x365 organization, shift work, holidays and on-call responsibilities may be required. This results into person willing to work shifts
This role may be required to directly manage high tech technical specialists providing software support on OpenText Products hosted on OT Cloud and/or Private Clouds
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of sex, national origin, disability, or race

 

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


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 your potential. Become an OpenText Voyager.

Apply now »