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. 

Your Impact: 

The OpenText Cloud Production Support Team is currently searching for a Lead Cloud Support Specialist to support OpenText solutions deployed within the OpenText Cloud. 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. 

What the role offers:  

• Driving improvements to the applications, processes, and infrastructure for new products, new support strategies and tools 
• Acting as a technical leader to the current team in resolving complex issues while coaching and mentoring individuals 
• Responding to and solving customer technical requests to enable the resolution of complex technical issues.  
• Responding to and troubleshooting alerts from monitoring applications, servers, and devices sufficient to meet service level agreements. 
• Operating, managing, and administering production applications while following documented policies and SOPs. 
• Partner with Customers facilitating high-level escalations and orchestrating action plans 

What you need to succeed:  

• University/College degree within a related discipline or equivalent work experience 
• Several years’ experience working within an IT support or consulting environment working with enterprise-level customers. 
• Experience delivering service within an ITIL-based service delivery model.  
• Extensive knowledge of either Windows, Linux, or Application administration skills in a TCP/IP networked environment. 
• Working experience with either Programming/scripting/DBMS (e.g. SQL, Java, Python, Powershell, BashScript, Ansible, JavaScript) 
• Experience with configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.). 
• Experience with cloud technologies and microservices such as Docker, Kubernetes, AWS, GCP, or Azure. 
• Strong desire to provide exceptional customer support efficiently with a high focus on first-call resolution. 

One last thing: 

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. 

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 hr@opentext.com.