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Associate Cloud Systems Engineer

Req id:  6461

Hyderabad, TG, IN

 

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.  

 

WHO WE ARE:

OpenText Enterprise Information Management (EIM) technologies and business solutions allow organizations to take full advantage of enterprise information to gain better business insight, capitalize on opportunities to positively impact the business, improve process velocity, reduce risks related to information governance, and protect sensitive information and intellectual property from internal leaks and external threats. With growing volumes and a host of formats to manage and leverage, organizations need to bring structure to the unstructured. By doing so, they will be unleashing the power of information to drive faster decision making, improved agility, strong security policies, and an increased ability to both exploit the opportunities and control the risks of enterprise information.

WHAT YOU WILL DO:

The Network Operations Center Associate Cloud Systems Engineer is responsible for maintaining 7x24x365 uptime and availability for all IT Corporate and Production Cloud Services.  The position reports directly to the Network Operations Center Shift Manager. The Associate Cloud Systems Engineer is responsible for the health of all systems/environments and ensures all systems are being monitored/administered as required. They will act as the Operations Point of Contact (POC) for all Critical Event Management. They will be responsible for Ticket Management across multiple services/environments, requiring updating and resolution of service requests and Incidents while meeting response & resolution OLA/SLA's. The role requires oversight of Vendor Maintenance activities to ensure they are actively managed and completed as required. Additionally, they will provide guidance, support and backup responsibilities for Network Operations Center Monitoring Specialist resources (BCP). The Associate Cloud Systems Engineer provides direct support escalation for initial triage and troubleshooting to the Monitoring Specialist.  They work closely with various Stack support teams, including but not limited to; Engineering, various client facing teams, Product Development etc…, providing resolution/work-arounds for all systems and services globally while ensuring OLA’s/SLA’s are adhered to. They must prioritize events and escalate as required while ensuring post event follow-up. They actively participate in all incidents, Major Incidents and decision-making activities, as such; they must have good judgment and the ability to make sound business decisions while adhering to established policies. They will act as the Technical Trainer/Mentor for Monitoring Specialist resources and new Associate Cloud Systems Engineer personnel, providing internal training sessions/cross-training in their area of expertise. This will also require them to work closely with the Documentation Specialist - submitting updates for Operational procedures and policies as needed.

The Network Operations Center Associate Cloud Systems Engineer skill set requires in depth knowledge of all services, hardware, support and remediation tools and proper trouble-shooting techniques and procedures. The Associate Cloud Systems Engineer is chartered with meeting or exceeding agreed to system availability numbers and driving low Mean Time To Resolution (MTTR) times, while identifying and driving continuous process improvement, providing critical insight for design/process improvement and moving the organization from reactive, to proactive Incident avoidance.  This will be done through active participation in post-event follow-up discussions and contributions to Problem Management, identifying gaps, known errors and assisting in root cause analysis. They must be capable of consulting and communicating effectively with monitoring personnel, system engineers, developers and system SMEs to isolate hardware, software or system failures and ensure the proper course of remediation.

 

WHAT YOU’LL BRING: 


Key Accountabilities / Objectives:

  • Regularly perform 3rd level cross-trained tasks to bring capability into team in coordination the Stack support teams.
  • Perform basic incident triage, remediation activities and maintain compliance requirement.
  • Capable of consulting and communicating effectively with monitoring personnel, system engineers, developers and system SMEs to isolate hardware, software or system failures and ensure the proper course of remediation. Good verbal and written communication skills are required to effectively communicate and notify cross-functional OpenText departments.

Required Qualifications:

  • Bachelor’s Degree and/or equivalent IT job experience and training
  • Experiences in low-level configurations changes is an advantage.
  • Minimum  of 3-4 years of relevant IT experience
  • Application support experience - Tomcat, Apache, WebLogic, middleware admin             Redhat Active MQ, third party application servers
  • Proficient with Unix/Linux/Windows based OS, Networking (Cisco)
  • Ability to articulate clearly both in written and verbal communications
  • Must be willing to work any shift in a 24x7x365 work environment, weekend and Holiday hours required

Preferred Qualifications:

  • Knowledge and use of common industry monitoring tools used in NOC Environment.
  • ITIL Best Practices and Methodologies certifications and/or knowledge
  • The skills needed to make determinations of prioritization on critical system issues while meeting changing or conflicting priorities while maintaining effectiveness
  • Coordination, organization and teaming skills
  • Self-motivated and quality-driven, balanced with technical, analysis and support abilities
  • Ability to defuse anger, resolve conflict and operate with a strong sense of urgency
  • Ability to multi-task and respond to priority issues effectively
  • Ability to work independently, with minimal supervision


 

 

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


OPENTEXT - THE INFORMATION COMPANY

Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

Perks 
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Benefits 
Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and your potential. Become an OpenText Voyager.

Apply now »