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Lead Production Support Specialist

Req id:  32582

Makati City, National Capital Region (NCR), PH



As the world's leading provider of software-based solutions for enterprise information management (EIM), OpenText offers a comprehensive portfolio of products, services, and cloud services for the intelligent and networked enterprise. We help our more than 120,000 customers worldwide digitize data and processes and use analytics and artificial intelligence to gain deeper insight into business processes to make the right business decisions.




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 daily activities will be to provide Lead technical support for customers using OpenText applications. They will also perform proactive daily transaction and application monitoring on a 24x7x365 basis. In addition, the resource will be responsible for all incidents and problem management to support customers who will exchange business documents over the Internet and point-to-point communication.



• Ensures that the technical knowledge of the whole team would be up to date based on the updated security protocols in the IT world that is related to digital certificates.
• Able to take escalations from customers, TPs, other CS agents, Professional Services teams, Operations, and Engineering people in order to monitor and schedule digital certificate renewals
• Track and ensure on-time renewal of certificates and keys issued by OPENTEXT and/or customers across 50+ systems on 4 major service platforms
• Engagement of other Support, Implementations, Operations teams to provide timely resolutions for customer cert related issues
• Adhere to process and direction of project management for certificate renewal projects, including timely updates, appropriate documentation at 2-3 levels
• Maintenance of the Certificate Management Information with appropriate safeguards of certificate security
• Enforcement of system unique certificate management processes as developed
• Mentor and train Associate Digital Certificates Specialists.
• Mentor Intermediate and Senior Digital Certificates Specialists.
• Document new processes and assist with training on new processes.
• Identify product defects or enhancements and work with the Product Management group for resolution
• Point contact of the Manila team in the absence of the manager
• Handle all escalations coming from team as requested
• Work closely with Certificate Management team on optimization of processes addressing future team needs
• 24x7 Scheduling and scheduling identification processes
• Provide information into Goals and Success Factors for entire Digital Certificates team
• On-Call rotation decisions
• Escalation and special project assignments in line with stretch goals for senior agents


• Global customer facing experience is requred either on phone or email support. 

• Working experience with Operating Systems (Unix/Linux and Windows).

• Working experience with Database (SQL,Oracle).

• Working experience with Active Directory. 

• Electronic Data Interchange (EDI) knowledge preferred
• Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be EDI savvy


Additional Notes:
- Candidate must be willing to night shift, shift rotation, Philippine holidays, and on-call (when necessary).




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

Roles requiring a significant amount of trust may require criminal history verification. Please ask your Talent Acquisition Advisor for more information if you have any questions. 

OpenText does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract and a signed search assignment between Open Text and the recruitment agency or party requesting payment of a fee.


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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