Sr. 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 Sr. Cloud Support Specialist to support OpenText Customer Experience Management 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 with cross-functional teams to ensure that Service Levels are met and customer satisfaction is achieved.
 
You are great at:

• Utilizing exceptional written and verbal communication skills while demonstrating a high level of customer focus and empathy.
• Responding to and solving customer technical support requests, show an understanding of the customer's managed hosted environment and applications within the OpenText Cloud, enabling resolution of complex technical incidents.
• Collaborating on cross-functional and cross-product technical issues with a variety of resources including Product support, IT, Network Operations and Professional Services.
• Operating, managing, and administering production applications such as TeamSite/LiveSite, WEM, OTMM or AppWorks while following documented policies and procedures.
• Responding to and troubleshooting alerts from monitoring of applications, servers and devices sufficient to meet service level agreements.
• Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

What it takes:

• Demonstrated experience delivering service within an ITIL based service delivery model.
• A minimum of 4 years previous experience working within an IT support or consulting environment working with enterprise-level multi-tiered applications and supporting technologies.
• Experience with TeamSite, WEM, OTMM, AppWorks is an asset.
• 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).
• Familiarity with configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.).
• Working knowledge with Docker, Kubernetes, and Helm.
• Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution.
• Proven experience working in a fluid environment that is ever growing and changing
• Positive attitude, patience, dedication and commitment

Academic

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

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