Sr. Manager, Technical Support

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

Reporting to a Director/Sr. Director - Customer Support, the primary responsibility of this position is to oversee the operations of some of the Support teams, supporting OpenText Enterprise products supporting our Global customers. This includes managing the team managers and team members, prioritizing and managing escalated and large accounts, interfacing with customers, and ensuring compliance with the Open Text Customer Support policy.

You Are Great At
 

• Direct responsibility to oversee Enterprise Software Product Support teams. This encompasses KPI management, issue prioritization, policy compliance, Root Cause to improve performance.
• Exceptional analytical, strategic, and problem-solving skills. Ability to see through a vast array of problems and identify root causes of issues, and then develop achievable courses of actions for resolution.
• Deliver a customer centric philosophy, Strong and continuous focus on Employees continuous learning and development to resolve customer issues in timely manner within SLA.
• Mentor the Technical Support Managers, Provide mentoring to key talents. Leadership practices high ethical management and provides good work environment while being employee friendly.
• Incredible perseverance and drive, manifested in a strong work ethic and a willingness to roll up your sleeves and do whatever needs to be done.
• Ensure training and readiness for new product and service launches.
• Innovate, Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow, incident management, and telephony.
• Work with OpenText sales teams and key stakeholders to establish requirements for enhancement of existing support programs and/or establishment of new ones.
• Work with OpenText engineering team and other cross functional teams to implement formal feedback mechanisms for incidents, causes, and resolutions where required.
• Manage 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.
• Actively engage in talent management activities such as hiring, performance management, feedback, training, etc.
• Uses interpersonal skills to influence customers, suppliers and other comparable level managers.
• Contributes to the overall delivery of department / function objectives.
• Lead project and initiatives to improve customer experience, process optimization, improved productivity and utilization of staff, cost savings and/or automation work to improve customer support work.
• Good understanding on latest technologies including Server Operating System, Databases, Network protocols, Backup and Recovery, Content Management Software.

What It Takes
 

• Relevant managerial experience in Support environment with an overall experience of 15+ Years
• While the team has loads for fun and engagement, we also work in partnership with the peers across the globe working during different time zones. The role requires the candidate to be flexible to work in any shift (includes PST) and weekend hours. Open to work in 24x7 work culture.
• Highly developed professional and interpersonal skills are needed to perform the job.
• Strong team building and talent management skills are required. Has a track record of building and managing specialized technical support teams.
• Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization.
• Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable.
• Track record of accomplishment and effectiveness within organizations.
• Certified in Industry recognized Technical (MCP, VCP, Cisco Certification etc.) and Quality Management certifications (Six Sigma, ITIL, Scrum, Project Management etc.)
• Previous experience interfacing with customers in a support capacity.
• Previous experience managing C-level escalation situations.
• Experience working with employees in different locations.
• Excellent communication skills, written and verbal.
• Proficiency with Microsoft Office, including Word and Excel, and adept in creating professional PowerPoint presentation.
• Prior knowledge of any of the OpenText products would be an added advantage. Familiarity with CRM or incident tracking and management systems such as Service Now, Jira, Siebel, ITSM etc. including Knowledge management.
• Recognized Graduation degree or equivalent technical experience, MBA a significant plus.

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.