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Lead Software Engineer - ITIL (Incident Managment)

Req id:  36364

Hyderabad, TG, IN



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:

We are seeking a talented developer who is a self-starter and capable of learning new technologies quickly.  The successful candidate will work closely with our internal teams and will be responsible for configuration, administration, development, and support.
This position involves being part of a dynamic team environment responsible for supporting solutions to meet business requirements of OpenText while improving one’s own technical skillset and growing in their career.
You are great at:
•    Provide Level-3 support to SMAX tenant(s) for all incident alerts received from monitoring systems, tickets, and end-users.
•    Support the response to Major Incidents to ensure a timely restoration of service.
•    Perform diagnostics to remediate detected and reported incidents.
•    Support change and release management activities by executing documented procedures.
•    Driving governance, standardization, and scalability across the ITOM environment. 
•    Document and improve procedures, knowledge articles for use by IT Operational Teams.
•    The DevOps Analyst will be required to support all feature development and technical configuration of SMA


o    Extensive experience of Studio
o    Endpoint and external systems integration
o    Master Data
o    Custom Lists
o    Virtual Agent
o    Smart Analytics and Service Portal
o    Service Catalogue & Offering rules and form fields.
o    Process, workflow, and data loads
o    Survey, SLAs, Models, and templates
o    Dashboards & Reporting
•    Systems integration knowledge of other systems including OPB, OO, OBM, uCMDB is preferable.
•    Able to take business requirements and provide solutions, documenting designs and communicating directly with business functions, project delivery and BAU activities.
•    Reporting: Event and performance dashboards
•    Release Management: Integration and upgrades in-line with all ITOM tooling including SMAX and 3rd party products + Manage, support all future releases covering: Enhancements, Bug fixes, Known issues.
•    Administration: Supporting all requests either via projects of BAU SMAX requests for all activities that cover: Configuration, Knowledge, Reporting, Runbook automation updates

What it Takes:
•    Bachelor’s Degree or a combination of education and equivalent experience
•    6 + years of IT experience in IT Operating applications and Service Management specifically around ITOM products
•    Working knowledge in one or more of the following areas:
o    Service Level Management 
o    Configuration Management
o    Service Management Design
o    Testing and Transition
•    Proven analytical and problem-solving skills and the ability to organize and prioritize several tasks at one time.
•    ITIL v4 accredited. 
•    Working knowledge of IT4IT framework.
•    Understanding of Agile methodologies, such as Kanban and the ability to work within an agile framework.
•    Good understanding of both on-Cloud and off-Cloud environments.
•    Creative problem solving and analysis skills with an ability to identify, develop and implement solutions to gaps to meet the needs of the business.
•    Ability to comprehend and follow documented guidelines and procedures.
•    Excellent verbal and written communication skills are required.



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


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. 

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. 

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 potential. Become an OpenText Navigator.

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