Lead Cloud Support Specialist

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:

The OpenText Cloud Production Support Team is currently searching for a Lead Cloud Support Specialist to support OpenText solutions deployed within the OpenText Cloud.  The successful candidate will be a technically resourceful individual with the ability to provide exceptional customer support and Production System Administration 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 and / or Lead Troubleshooting efforts with cross-functional teams to ensure that Service Levels are met and customer satisfaction is achieved.
 

You are great at:

• Driving improvements to the applications, processes, and infrastructure for new products, new support strategies, and tools
• Acting as a technical leader and mentor to the technical body of the product. Prepare future technical leaders.
• Driving knowledge mapping and implementing training programs to address knowledge needs. 
• 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.
• Working independently in a self-motivated fashion, as well as collaborating when necessary on cross-functional and cross-product technical issues with a variety of resources including Product support, IT, Network Operations and Professional Services.
• Responding to and troubleshooting alerts from monitoring of applications, servers and devices sufficient to meet service level agreements.
• Operating, managing, and administering production applications while following documented policies and SOP.
• Customer and partner ambassador, facilitating high level escalations and orchestrating action plans involving other areas.

What it takes:

• Previous experience working within a IT support or consulting environment working with enterprise-level multi-tiered applications and supporting technologies.
• 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).
• Experience with configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.).
• Experience with Docker, Kubernetes, and Helm is an asset
• Experience with OT Content Server, Extended ECM and/or PowerDocs is an asset.

Academic

University/College degree within a related discipline or equivalent work experience

Work Environment

General office environment. Participation in an on-call or shift 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 and/or time zone differences.

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.