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Technical Support Specialist

Req id:  31333

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. 

 

 

The Opportunity

Sr. Cloud Support Specialists are responsible for solutions deployed within the OpenText Cloud. The candidate should be a technically resourceful individual with the ability to provide exceptional Customer Support in a challenging and rewarding environment. Our Sr. Cloud Support Specialist will be part of a growing team that provides world-class operational support including hands-on troubleshooting and administration to a variety of Cloud Customers and is required to collaborate with cross-functional teams to ensure Service Levels are met and Customer Satisfaction is achieved.

 

You are great at

  • Represent OpenText acting as the first point of contact for all technical support inquiries

  • Show an understanding of the customer's managed hosted environment and applications within OpenText Cloud, enabling the resolution of complex technical issues with a high focus on First Call Resolution.

  • Operating, managing, and administering production Sharepoint, IBM FileNet, AppServer, Content Server, Brava and Extended ECM applications while following documented policies and procedures.

  • Incident management and collaboration with other teams while adhering to SLA’s and KPI’s

  • Utilize exceptional written and verbal communication skills while supporting customers while demonstrating a high level of customer focus and empathy

  • Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys

  • Collaborate with various stakeholders to act as a trusted customer advocate

  • Manage Escalations and work with the Escalation Manager as a point of contact

 

What it takes

  • 5 - 8 years of prior experience working on relevant technologies

  • Focused on scoping problems and strong troubleshooting ability

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

  • Willingness to work in shifts during weekdays and on-call during weekends

  • Experience with OpenText Content Server is an asset.

  • Experience delivering service within an ITIL-based service delivery model is an asset.

  • Working experience on Windows, Unix.

  • Application Administration skills in a TCP/IP networked environment.

  • Experience working with relational DBMS (MS SQL Server, PostgreSQL/Postgres, Oracle, MySQL).

  • Programming/Scripting knowledge is an asset (e.g., SQL, .sh /.bat, Java, JavaScript).

  • Familiarity with configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss).

  • Familiarity with Docker, Kubernetes, and Helm.

 

 

 

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. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.

 

Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.


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 potential. Become an OpenText Navigator.

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