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Cloud Service Manager - ITIL processes

Req id:  39540

Hyderabad, TG, IN

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.

The opportunity:

Service manager (Role) would the primary point of contact for the customer(s) for deals which are sold through reseller channel where SM should be able to help escalate internally with product support & engineering, drive the resolution of issues reported in timely and professionally manner by following mutually agreed process and should be able be answer customer questions related to product offering, feature and new release and seek opportunities for cross selling the product or services.

Also can ensure that Customer voice is heard and understood and help improve on customer satisfaction.  

 

 

You are great at:

 

 

What it takes:

  • Monitoring of Mailbox and responding to the customer as and when required.
  • Upgrade Activity, follow-up, and tracking
  • Manage service escalations professionally by reaching out to product support & engineering and ensure issues resolution are moving forward in right directions.
  • Should be able to provide status report to various customer on agreed frequency
  • Record and analyze deviation in availability report and provide justifications
  • Assessment, recording software configuration for each customer
  • Ensuring Overages are invoices
  • Willingness to work in shift (preferably NA shift hours)

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.


OPENTEXT - THE INFORMATION COMPANY 
We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose. 

CREATE THE FUTURE 
We create economic growth that is inclusive and sustainable. 

BE DESERVING OF TRUST 
The world’s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology. 

WE, NOT I 
We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems. 

RAISE THE BAR 
We set high standards and exceptions, to learn, to be better. 

OWN THE OUTCOME 
We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet. 

We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.” - Mark Barrenechea, CEO & CTO

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