Lead Cloud Support Specialist

OPENTEXT 
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

YOUR IMPACT

The OpenText Private Cloud Support Continuous Service Improvement team is seeking a technically skilled and resourceful Lead Support Specialist to contribute to medium-scale technical projects aimed at improving the efficiency and quality of Cloud Support operations. The ideal candidate thrives in a highly collaborative environment, is continuously learning, and is adaptable to shifting requirements. Candidates working during EMEA or EST time zones are preferred.

WHAT THE ROLE OFFERS

• Automation & Scripting: Write scripts to facilitate automated deployments of monitoring solutions 
• Monitoring & Analysis: Analyze monitoring alerts to identify opportunities for improved application monitoring
• Dashboard Customization: Tailor Grafana dashboards to meet requests from Private Cloud teams
• Cross-Functional Collaboration: Work on technical projects that span multiple teams, including Cloud Support (TSS), Cloud Operations, Network Operations, IT, and Product Management.
• AI Initiatives: Support ongoing AI-driven initiatives in collaboration with TSS and other key stakeholders.
• Playbook Development: Lead the creation of detailed playbooks to enhance issue resolution processes and operational efficiency.

WHAT YOU NEED TO SUCCEED

• Experience: Minimum of 5 years working in technical support, operations, or consulting roles within enterprise-level, multi-tiered application environments.
• Technical Proficiency: Strong scripting and automation skills; familiarity with tools for streamlining operational tasks.
• Application Expertise: Proven ability to work with a broad range of in-house and third-party applications within both private and public cloud environments.
• Communication: Outstanding verbal and written communication skills with a strong focus on clarity and empathy.
• Adaptability: Demonstrated experience working in collaborative, dynamic teams with the ability to pivot seamlessly as project requirements evolve.
• Cloud & Containerization: Working knowledge of Docker, Kubernetes, and Helm.
• ITIL Service Delivery: Experience in delivering services within an ITIL-based framework.

ONE LAST THING

At Open Text, our employees are our greatest asset. We have brought together a diverse community of people who respect each other and work together to deliver excellence.

We provide a workplace that fosters teamwork and productivity, but we recognize that when employees are supported, we are all enriched. At the heart of our success are our people,

so taking care of them is a priority for us. To do that, we have created a simple, transparent, and competitive benefits package.

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. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.